Design And Application Of Customer Relationship Management System

Customer Relationship Management (Customer Relationship Management CRM) is a keyfactor for business survival and development, a core part of enterprise e-commerce activities in acompetitive market economy conditions. Customer relationship management, emphasizingcustomer-centric, expanding all commercial activities should focus on the customer, is a newmanagement mechanism for the relationship between an enterprises with customers. In order toservice center tertiary industry must establish a science method of customer relationshipmanagement to continuously improve customer satisfaction and loyalty, retain old customers anddevelop new customers, so the implementation of customer relationship management system isimminent.In this thesis, depending on the tertiary industry enterprise, we designed and implemented asmall customer relationship management system service for the tertiary industry. According to theanalysis of system requirements and the characteristics of the tertiary industry that the system isdivided into five functional modules: the system management module, the customer managementfunction module, marketing management function module, service and support functions module,data analysis and statistical functions module. This system is based on J2EE, EJB and B/Sstructure, using SQL Server2005as the system database. This system is specially developed theinterface that integration with the ERP software to achieve seamless integration of ERP and CRM.The system function helps to make the relationship between company and customers closer andcloser. In addition, the system through data mining techniques to analyze the potential customersof the enterprise, and pointed out the direction for corporate public relations.