The Design And Implementation Of Customer Relationship Management System For Tobacco Industry

The Chinese tobacco industry plays an important role in the nation economy, and it is the important taxation source of our country. Facing the development of economic globalization, especially the increasing competition after join the WTO, the tobacco industry exigently needs the information-managing tools to manage the customer information, in order to improve their working efficiency. Customer relationship management is effectively idea and tool which used to manage the information flowing in an enterprise, and it is a business strategy for enterprise, which efficiently organizes the enterprise resources according to the partition of customers, and implements the management and the operation which focuses on the customers, and finally improves the profit capability, earning and satisfy the customers. This thesis based on the Loushang3.0framework which has been in use, analyzes the requirement, management flow, and the idea of customer relationship management, designs and implements a customer account information system for tobacco industry.Loushang3.0framework is a J2EE-based development framework of enterprise application program. The framework is developed by the Inspur Group Ltd’s Software Technology Center. This framework, horizontal and vertical stratified on application system, and use interception, component, IOC patterns and MVC patterns and other techniques, has greatly improved application program in scalability, maintainability, security and robustness. Currently, the framework has been applied to all tobacco’s groups in Inspur Group Ltd.This thesis describes the J2EE development process of Enterprise application program which based on loushang3.0framework, and in this foundation has developed the information subsystem of customer account in integrated management information system of the tobacco industry. The information subsystem of customer account is used to manage the tobacco company’s the basic information of retailers, and its main features include:maintain the information of customer’s contact person, update a batch of customer information, change application for customer information and change examination and approval for customer information. The tobacco industry implement the monopoly system, therefore some basic information of the customers is grasped when retailers networking. So,the customer account information records the customer’s own variety of information, which is the foundation to carry out the management of customer relationship to tobacco companies.