Design And Implementation Of Customer Relationship Management System For Small And Medium-sized Enterprises

The world economy is developing rapidly toward the direction of the global integration,and the market competition is becoming more and more serious. The competition between enterprises changes from the past product competition into the competition of customer relationship. In order to occupy more broad market prospects, more market share. The enterprise consider more on how to win customers, and how to obtain the trust of customers. How to manage customer information effectively has became a problem which is urgently needed to solve,the customer relationship management CRM is happened under this background.This paper aimed at the expand of the sales market scale of Ji’nan Fangcheng granite company, and there is no customer management system, its goal is to design and implement customer relationship management system for small and medium-sized enterprises and to design and implement a simple, functional and practical customer relationship management system for the service of company’s marketing department staff.After the system analysis,the essay puts forward the specific implementation scheme for the customer relationship management system based on the specific needs of the different roles of user. The scheme adopts three layers structure of data access and the separation of application, combined with the SQL Server2005database of small and medium-sized enterprise customer relationship management system which is based on B/S mode by using ASP.NET technology in Visual Studio2010development platform.This system achieve six function applications which include customer management, sales management, customer service management, warehouse management and decision support management. Among them, the customer management is the core function module, which is responsible for the detailed records of all customers of the company, including the basic information, the contact information and the contract information. Users of the system can add,delete,update customer information, implement the system of company customer information management. Sales management includes sales opportunity management and customer development plan management, the salesman can record and modify the potential opportunity found during the sales.The salesman can also set the next development goal for the new and old customers in detail,in order to increase the efficiency of the company’s sales.Through the development for decision function, the salesmen provide valuable data reference for the company.Finally, the essay summarizes the system and puts forward the expectation for the future application.The solution studied by this essay applied the thought of software engineering into the development of the customer relationship management system.lt tells the development process in detail from the feasibility analysis, needs analysis, detailed design of system framework and coding. This system has the advantages of simple operation, friendly interface, easy maintenance etc. At present, the customer relationship management system of the small and medium-sized enterprises in Ji’nan Fang Cheng granite company has launched operation officially with stable operation state.