Design And Implementation Of The Customer Management System In NeuSoft E-Sales

Based on the practical requirements of customer management of Neusoft E-Sales (Sale Management System) and the customer-centered principle, this thesis discusses how to measure customer value and improve customer profitability so as to maximize customer long-term value, thereby a customer management sub-system of Neusoft E-Sales is designed and implemented.Integrating such web development technology as AJAX, XLoadTree and JFreeChart, the UniEAP solution based on J2EE framework is adopted in this thesis, and a customer management model is established, including customer acquisition, customer data collection, customer segmentation and customer value analysis. Three major problems are tackled, including customer information management, customer segmentation and customer value analysis. Firstly, the customer property is enriched, and the availability of customer information is improved through customer combination and customer confirmation, both of which are intended to avoid customer excessiveness. Secondly, the differentiated management of customers is achieved through multi-dimensional customer segmentation according to customer characteristics. Finally, the cluster analysis method, one of the data mining methods, is adopted so as to conduct customer value analysis and build up the pyramid of customer value.By customer segmentation and customer value analysis, the 20% high-profitability customers of all is targeted by the customer management system in order to create higher customer value; and the 30% non-profitability customers of all is also targeted so that the initiate customer churn is conducted for the sake of reducing cost, thus the ultimate aim of increasing customer profitability, creating higher customer value, and maximizing customer long-term value, is achieved.