The Research And Realization Of Shandong Unicom CRM System Based On J2EE

Customer-centric Customer Relationship Management system (CRM system) devotes to exploring trends in customer needs, enhancing customer satisfaction and loyalty, and effective mining potential customers, reducing churn and gaining market advantage effectively assistanting the normal operations of enterprise.The telecommunications industry is a major CRM application field. In the recent years, with the Chinese concept of CRM in-depth, in the areas such as technical implementation, management theory, business strategy and operation practice etc., the new generation of telecom CRM system applications will play a greater supportive role in the daily operations work of the enterprise day by day.In this thesis, we choose a Shandong Unicom Group's project as our research circumstance. To expound the necessity of using CRM strategies in the telecommunications industry, considering Shandong Unicom Group's business requirements, to upgrade the previous customer relationship management system according to B/S structure aiding by the contemporary popular J2EE technology, ajax, hibernate, jbpm, shell script on to the design and realization of the CRM system. And to propose a new methods by re-integration the applications of the techniques to improve system efficiency and scalability. Finally, take the Shandong CRM system's basic management functions, work flow management and interface development and other modules as examples to show the integration of technology innovation and implementation.