The Design And Implementation Of Bank Crm System

Customer Relationship Management (Customer Relationship Management, CRM), is designed to improve the relationship between businesses and customers a new management mechanism, it can be understood as the use of modern technical means that enable customers, competition, branding and other elements of co-operation with and achieve overall optimization of the automated management system. Their targeting the market in enhancing the competitiveness of enterprises, the establishment of long-term, high-quality customer relationships, to tap new sales opportunities to help businesses avoid business risk, stable profits. Therefore, becoming the world’s hottest markets. With China’s accession to WTO and the management philosophy of updates, commercial banks face many challenges, including how to improve customer satisfaction, customer loyalty and customer contribution. On the other hand, information technology and network technology development and promotion, making the B/S structure, interaction with customers become a powerful tool. Building on B/S structure of the commercial banking CRM system, CRM implementation from a technical perspective advocated "customer-centric" concept, improve customer satisfaction, develop the business of commercial banks, to banks and customers understand and improve bank competitive purposes. Competitive market requires large and frequent contact with customer base of commercial banks, must be actively the implementation of customer relationship management. Therefore, the construction of commercial banks based CRM business model is very significant for commercial banks to improve customer loyalty, identify potential customers, increase customer value and its own core competitiveness is very helpful.In this paper, the background of Minsheng Bank, discussed the Customer Relationship Management System project background and the problems faced, in the new situation presented challenges and opportunities facing the banking industry. Based on this analysis of the system’s business processes, and carried out the work process improvement and systematic analysis of the contribution of management and customer view management’s development of ideas. Further analysis of the system functional requirements and non functional requirements, the system needs to flow chart and use case diagram in the form of detailed instructions, and get the Customer Relationship Management system requirements and design guidelines. Based on the needs analysis, discuss the bank customer relationship management system architecture design and detailed design. We are in the detailed design, based on the realization of each module is introduced, the effect of the system is given figure, and Minsheng Bank customer relationship management system to achieve effective results are displayed. Finally, in the detailed implementation of the system testing, and test strategies and test results were discussed in detail.