Design And Implementation Of CRMS

With the gradual deepening of the globalization of economy and the reform of China’s economy, enterprises are facing the growing competition. How to strengthen the management of customer information, and to better meet the personalized demand of customers, is an important factor in putting the enterprise in an invincible position; Customer relationship management (CRM),which is mainly research the interaction between firm and clients as well as the interaction between customers and sales prospects,is getting more and more attention of enterprises. Here we design and develop a set of customer relationship management system for the solar industry, in connection with the actual needs of the target enterprise, making use of advanced information management technologies, combining with the theory of enterprise customer relationship management; The goal is to achieve the whole process management of customer relationship management, to excavate customer relationship valid data in the sales activities and in the after-sales service activities, to build a progress model of customer relationship, so as to improve the work capability of customer relationship management, and achieve the purpose of improving the enterprise management.This article is mainly adopts of the design of object-oriented design ideas, make use of the Unified Modeling Language analysis tools to carry on the analysis., based on the features of user and CRM system, the requirement analysis and system design were performed on the business processes in customer relationship management. During the System requirements analysis, we firstly describe the business needs of the system, and make a detailed description of two business processes, product sales and installation, customer complaint handling. According to the System requirements, to analyze the main function modules of the system needs, through analysis of abstraction and analysis of modeling; system mainly consists of a customer management module, the service management module, returning module, inventory management module, account management module, bulletin management module, SMS management, e-mail management modules, and so on.In architecture design, the system adopts multi-layered software architecture of B/S mode, use the PHP language as programming language, use the YII technical architecture based on the MVC. In the detailed design of the system, making a detailed description of system architecture and database design, draw the static structure diagrams and database model, dynamic model. For the consideration of system security, the system adopts the role rights management based on system resources, to strengthen the security and reliability of the system.Finally design and implement the specific functionality of each module of the system. In line with the spirit of CRM should services to the user, so as to serve the enterprise, design and realize customer relationship management system, realize the function of customer management, customer information management, contact management, customer campaign management, service management, text messaging and e-mail management and other functions in the process of customer relationship management. And with the CRM as a foundation, improved gradually later in the actual work, gradually strengthen the coordination with the ERP, SCM and other systems, optimizing the management of enterprise information systems.At present the system has been used by the target customers, and effectively solved the information redundancy, waste of resources, lax supervision, statistical procrastination, and other practical problems, and has obtained the certain effect in improving customer satisfaction and increasing customer trust degree to the company.