Research And Implementation Of Siebel Software Package Based CRM System For Shanghai Telecom

As the Internet time coming with the rapid development of e-business, intense competition of globe market and multiplicate request of customers, the traditional enterprise whick is base on product competition pattern has been replaced by the management idea based on customer relation gradually. The future market competition will be focused on the service provided and customer relationship management (CRM). This will become the hot spot which the multitudinous enterprise pursues together.CRM is one of kind of new management mechanism which improves the relation between the enterprise and the customer. It implements enterprise's market marketing, the sale, the service and the technical support and so on which is the customer's direct correlation domain. The goal of CRM is to attract and maintain more customers through providing faster and high-quality service, and on the other hand is to reduce the enterprise cost through managing the business flow roundly. CRM is a kind of concept and also is a set of management software and technology. CRM also can observe and analyze customer's behavior to the influence of an enterprise's income, causing both of the relation between enterprise and customer and the enterprise profit to obtain the optimization. With the development of information technology and competition, Shanghai telecommunication is urgent to introduce the idea of CRM, stablishes CRM system to promote the operation and the management level, enhance the customer's degree of satisfaction and loyalty, promote customer's value and expand own income and profit.This article studies deeply on the concept, the origin, the present situation of CRM and the selection on software package. And also researchs the customer information management, product design and order design during the implementation of Shanghai telecom CRM. Thus we are trying to looking for the best plan and implement of customer relation management based on Siebel package in the telecommunication industry. The author attended the job of software package selection between SAP and Siebel, wrote the report on the comparison and evaluation result of the two software package according to the service that Shanghai telecom offers and the business scene. He designed the product directory of Shanghai Telecom, wrote the document of product frame and completed the configuration in Siebel software package. He also participated in the design on order, programmed all kinds of orders from various acception channels, such as sales department, call center and web. And while he tracked the whole process of system implementation, he gave the comments and suggestions on the improvement of service flow and system performance.