The Design And Implementation Of CRM System In Integrated Electronic System Lab Co., Ltd.

Customer Relationship Management (abbreviated CRM) is a software system of management which enables the information to flow orderly, fully and timely between enterprises and customers and achieve the efficient use of customer resources by the use of information technology and information from business links including marketing, sales management, customer service and support etc. Its core idea is that the customers are wholly regarded as valuable external resources of companies, and are brought under control as much as possible, focusing on the increase of the value of the customers, to effectively meet customer's individual needs, to improve relationship with the customers and increase competitiveness in market.CRM is generated by the promotion of several factors which refers to the demand of the market, the need to update the philosophy of management, the need to update model of business management, the need to enhance the core competitiveness of enterprise, the electronic wave and the support of information technology etc.First of all, the competitive market demands enterprises, especially those with large groups of customers to contact with, must be active in the implementation of customer management.Secondly, for the change of the market, a series of problems appear in the current market system and business process. And those questions can be satisfactorily answered through the implementation of customer relationship management.Thirdly, with the development of information technology, core competitiveness of enterprises relies increasingly on the degree of business information and the level of management, which requires companies take the initiative in the organizational structure and reorganization of work process. At the same time it is necessary and also possible to integrate the customer-oriented information and activities, to form customer-centric enterprises and achieve the overall management of the client's activity.Finally, in recent years, with the rapid development and application of database technology and those technologies in data warehousing, business intelligence and knowledge discovery, the quality of the collection, collation, processing and use of customer information has greatly improved. And the Internet is becoming an increasingly mature business tools. In such background CRM emerges.In his paper the background of the topic selection and significance of the research is introduced, and a decription of the main work of this article and its structure is made. Then a detailed and accurate needs analysis is given, laying a solid foundation of the follow-up work.On the basis of the needs analysis, a systematic and summary design is conducted. First the design of software architecture is conducted, a design which takes full account of the openness, scalability and maintainability of the system and performance issues design according to customers' requirements and expectations; then functional structure of the system is discussed and the composition of the various functional modules is introduced in detail; Finally, a brief introduction of the system security architecture is also made.On the basis of the summary design, the customer management, market management, and sales management module which are more representative in the system is selected for the detailed design. And the key business design of the system and the personalized design of database, data dictionaries, class structure and the system are describedOn the basis of the detailed design, the implementation of the system is introduced to some extent and system information sharing and data reporting are mainly described. Sharing of data between systems solves many problems of data flow by the use of views, triggers, stored procedures. Data Report, through the provision of multi-angle, multi-directional data tables, provids companies with a dynamic and timely basis for company operation.