Designing And Implementation Of Customer Relationship Management (CRM) System In Yunan Tietong

In the current fierce market competition environment, it has been an urgent issue to grasp customer information, enhance customer relationships, and improve customer satisfaction which is a key factor to win more market share, improve the efficiency of business processes and reduce costs, earn more profit, respectively. Customer relationship management (CRM) system is a management system used to optimize the relationship between enterprises and their customers, the core of which is to establish a "customer-centric" culture, in turn improve marketing, selling and servicing. CRM system can provide customers with customized services to improve satisfaction and improve customer profit contribution, enable enterprises to improve efficiency, expand market share, and retain customers derive greater benefits. This thesis presents a comprehensive study on CRM system and its application in Yunnan Tietong.This thesis first gives a brief introduction of the CRM system principles and functionalities. Then the overall designing scheme of the CRM system is provided including the various function modules structure and database planning. Based on the actual project in Yunnan Tietong, a detailed designing and implementation of CRM system is proposed such as functional modules, system testing and system implementation.