Research Of CRM System In Railway Passenger Transportation Based On J2EE

With the construction of high-speed railway and development of railwayinformatization, the overall level of railway passenger service has improvedunceasingly. At the same time, tickets of railway are sold in various ways. Theidea that passenger is god is gradually accepted in the railway passenger transportsystem。Then, customer relationship management system of railway comes intobeing.After introducing concept of customer relationship management anddomestic developing actuality of CRM, which is applied in civil aviationsuccessfully, the paper analyzes necessity and urgency of implementing customerrelationship management in railway passenger transport. MVC pattern, J2EEplatform and S2SH framework are adopted in the CRM system of railwaypassenger transport. The concept and distinctive features of MVC pattern, J2EEplatform and S2SH framework are introduced. Then, it provides basic structuresof the CRM system of railway passenger transport, which combinated with MVCpattern and J2EE platform, after analyzing the advantages of applying MVCpattern, J2EE platform and S2SH framework in the development CRM system ofrailway passenger transport.In accordance with the requirements of the B/S structure of program design,the paper explains the overall design thoughts of the system and the function ofeach part in the system. The detailed designing idea on system login accesscontrol, general customer functions, system management functions and other partsof the system are introduced in the paper based on the introduction of SystemDeveloping Environment. With reference to the method of customer segmentationin aviation, railway passenger LRFMG Customer segmentation model andintegral calculation rules in the system are proposed. Based on analysis andprocessing of railway passenger LRFMG model in using the analytic hierarchyprocess and K-means clustering method, CRM system accomplishs thesubdivision of railway customers.The railway passenger CRM system based on J2EE integrates customerticket information, in order to calculate customer consumption integrals andprovide customers with the basic management functions of the integral. On the other hand, system integrates customer information to achieve the initial segmentsof customers, which helps the railway passenger transport department take fulluse of customer information in order to achieve the targeted passenger marketingand upgrade passenger service continuously.