Customer Relationship Management System Design And Implementation

With the development of information technology and the popularity of network, informatization has been playing an important role in all kinds of industries and has become one of the most important measures that a lot of small and medium-sized enterprises take to gain competitive advantage in the marketplace. Based on the case of HOLA Shanghai Retailing & Trading Co., Ltd, which has expanded its sales scale but still has no systematic customer management measures, this essay focuses on the research and study of customer relationship management system. The aim of this research is to design and construct a customer relationship management system which is practical and easy to operate for all the staff in the company's marketing department.The first part of this research includes a thorough investigation into the relevant departments of the company, analyzing customer relationship management system and giving a detailed report of need analysis; Secondly, based on the user's specific needs, a system scheme is proposed. The scheme adopts the data access and the separated application of three architecture framework, using asp.net technology in Visual Studio 2008 development platform combined with SQL Server 2005 database to realize the customer relationship management system based on B/S model. Again, with the proposed scheme, the five functional applications are achieved including marketing management, customer management, service management, customer analysis and system management. It's worth mentioning that with the function of marketing management, marketing information can be shared and sales plans can be reported. With the function of customer management, the company's customer information can be managed systematically to effectively avoid the loss of customers. With the development of the customer analysis function, valuable reference data are collected to help company authorities to make decisions. Finally, the validity of the system is verified by unit test, integration testing and performance testing.This research paper, putting the concept of software engineering into the application of customer relationship management system, illustrates the system planning and development process by need analysis, framework design, detailed design, code implementation, and system verification. The final system has the characteristics of easy and stable operation, friendly interface, convenient maintenance, high speed and high data safety.