Design And Implementation Of Customer Relationship Management System Based On Call Center

Facing the boosting up drastic market competition, domestic enterprise is moving to the management mode of "customer is the center "now. The business stratagems create a hottest topic of customer relationship management. As the CRM management conception is becoming mature, information technology is developed quickly and used widely, it ensure the realization of CRM system. Because Customer Relationship Management system based on call center emphasizes on "customer is the center ", establishing on persistent customer relationship, so enterprises can keep valuable customers.Although there are many different platform types for enterprise CRM system, J2EE is becoming more and more popular and most enterprises choose it for the outstanding open source properties, it is the international and national mainstream developing platform. The structure of J2EE separated UI Layer, business Layer, Persistence layer down a one-way visit to the technical framework to ensure that the system can be scalable and reusable. The system is made of the pluggable modules? in order to avoid the waste of enormous human and financial resources because of the unsteady requirement in the course of the software development.This thesis uses CRM system developing and design as the research object, from the customer relationship management characteristic, combining standard developing platform and key technical application, try to conclude a holistic applicable CRM model and design solution.The key techniques involved in this thesis include an open source J2EE developing platform truss design, database design and developing technique, Acegi Security System, OCX technology. At last this thesis completed a CRM successful instance, reach the first phase project goal include CRM call center and service platform design and development, it is just basing on the CRM model and the key techniques application described created ahead, it chooses J2EE as the developing platform, MySQL as the database. It is a good reference for enterprise CRM system design and implement.