Crm Systems And Applied Research

The market of Customer Relationship Management is experiencing rapid development. Although the introduction of CRM to China is not long ago, hundreds of companies are involved in. CRM is now the hot spot of management software.Some hold the opinion that CRM is a concept of management domain. We agree with the opinion, and furthermore we stress that the evolution of management concepts will decide the result of implementing CRM directly. We should also keep in mind that the formation of customer-centric management concept will definitely depends on the CRM software system. On this point, the investment to IT field will no longer be a black hole.Expert of management have introduced enough knowledge of CRM from the respect, and we. can easily get the reference material we needed through internet. But among all the material seldom will introduce CRM with a view of software. The dissertation will complement this default, especially to the very important two aspects: call center and data mining.The dissertation is formed by five chapters. In the first chapter, the impedances of implementing CRM, including some from software technology, are pointed out according to my investigation. The application functionalities and software architecture of CRM is discussed in the succeeding chapter based on the material from several companies. In the following two chapters, the content is focused on call center and data mining technology, especially with a CRM view. The emerging technology named web mining is also my topic. At last, an example is given to describe how the data mining technology serves the CRM.