| Since 1980s last century,the development of IT informationization has not only promoted the exchange of public information and the integration of resources,but also accelerated the development of new business ideas.It generates the efficiency that has never been achieved and creates more values for both enterprises and the society.Recently,Customer Relationship Management,called as CRM,has become the focus of global business community.Furthermore,with the development of Call Center technology,the application of CRM has been mined deeper, generating much more values for enterprises.It can be foreseen that with the evolution of Information Technology,Call-Center-oriented CRM will for sure play a great role in the future.However,due to the incomprehensive understanding of CRM,a lot of enterprises suffered unnecessary losses.Many CRM systems' implementation has problems,if it is not a failure.A system that is suitable to the enterprise and in line with the CRM concept,which is not necessary to be complicated,is the desire of each enterprise.It will be even better if the system can provide a standardized interface to integrate with Call Center,ERP or MRP system in a simple core infrastructure.Based on this idea,through the UML modeling analysis,this thesis aims to design the core infrastructure and business flow of Call Center application oriented CRM system and try to programme them under PHP framework-Symfony.It analysis the difference and connection between corporate customers and individual customers,use business chance status to streamline processes,enhance security with filter chain method, expand data mining with geographic database,improve performance using use of Ajax and caching technology.This thesis hopes to bring valuable insights for those who develop similar systems,help Chinese enterprises, in particular,small and medium-sized companies get more competitive in CRM applications. |
