Design And Realization Of Customer Relationship Management System For Zheng Pump Company

As the intense market competition between companies and the mature of the computer network system, more and more enterprises modify their management procedure form the old "product centered" to the new "customer focus", and emphasize long term cooperation relationship. Customer Relationship Management, namely CRM, is just a full set of such a solution. The key spirits of CRM is deeming customers as the most valuable resources of a company. Utilizing perfect customer service and deep customer analyses to satisfy customer needs which helps to maintain a high level customer value contribution to the company. The technical realization of CRM is taking advantage of advanced information technique to maintain customer data, analyze customer deeds, and to coordinate the customer company cooperation relationship focusing on the customer which fulfill the ultimate goal of explore potential customer while retain valuable customer which helps to obtain an a level customer loyalty and enhance company competence.This thesis tries to using advanced information technique to stick commercial practice, data mining, data warehouse, Sales automation together, which hopes to provide an automatic solution to commercial deeds such as company sales, customer service, and decision support and so on. On the level of detail realization, detailed system performance and design requisitions are analyzed, and the detail contents, capabilities and development model of each part of the CRM system is conceptual designed. The cooperation of CRM and Enterprise Resource Planning (ERP) and Supply Chain Management (SCM) are coordinated at the mean time of improving current state CRM system, which optimize the relevant procedure of CRM, greatly increasing the company efficiency and profitability. At the level of implementation, this conceptual system is applied to the routine management of Zheng Pump Company and a successful example is provided.