Study And Implement On The Customer Relationship Management System Of Equipment Manufacturing Industry Based On Active Service

This issue based on the requirement of market and RS10-ERP group version product.This paper intensive studies the theory of the general customer relationship management deeply, researches the integration of the customer relationship management theory and the enterprise resource plan. On the basis, Studies the characteristic of customer relationship management in the equipment manufacturing industry from the characteristic of enterprise, management idea and technology, deeply digs the difference and the relation between the general and the equipment manufacturing industry customer relationship management theory, puts forward the theory of customer relationship management based on active service in equipment manufacturing industry. Implement the theory with the customer satisfaction system and the active service thinking in the software system. Beside, a new software system is established, this system integrate with RS10 system which is the ERP system developed by our institute. Based on RS10 system, general design of CRM(Customer Relationship Management) system which adopts B/S architecture and J2EE is finished. Also illustrates the difficulties and the emphasis of the implementation technique of CRM system.The main research includes:1,Studies the theory of customer relationship management, especially the customer focus in customer relationship management theory.2,Studies the basic characteristics in equipment manufacturing industry,combine the characteristics and the customer relationship management theory, set up the customer satisfaction system, implement the activeservice algorithm.3,Based on the RS10 and the customer requirement, execute the demandanalysis of customer relationship management and finally implement thesystem.4. Implement the RS10-CRM module in Changde Tobacco MachineryCo.,Ltd., verify the research result.