Mobile Phone Retail Enterprise Customer Relationship Management System Analysis And Design

Customer relationship management (CRM) is a management strategy, in order improve the relationship between corporates and their customers, and customer satisfaction and loyalty. With the development of economy and the progress of information network technology, CRM systems technology has been developed rapidly, CRM system software has been introduced.With the development of mobile communication technology and the popularity of mobile phone, mobile phone products are developing rapidly and mobile phone retail corporates are growing, the competition between them is increasing. Under overloading the information and the highly competitive mobile phone market, it is difficult to attract the attention of consumers. If the relationship between corporate and consumers is good, long-term, stable, the corporate could obtain the favor of consumers. CRM meets this need, and CRM systems have been applied by the mobile phone retail corporate.After CRM activities are analyzed, we think that the marketing department, sales department and customer service department care for CRM. The design of CRM system is studied in order to provide a convenient and efficient platform of marketing management, sales management and service management.The CRM theory and function of mobile phone retail corporate are studied through the characteristics of the mobile phone retail corporate. After need of the CRM system is analyzed, we design the actitive diagram of the functional modules of customer management, sales management, marketing management, product management, financial management, service management, system management in the CRM system. The design of database concept structure, logical structure and the physical structure of CRM system are studied in the thesis.