Network Architecture Design And Analysis For CRM

In the21st century, global competition in almost market is no longer confined tobe domestic, but takes a broad view on global. Reform and opening up and accessionto the World Trade Organization bring both opportunities and challenges to Chineseenterprises. The fierce competition between enterprises and the maturing of servicesimpel market segmentation become more and more refined. After30years of reformand opening up and development，China’s market has undergone a series of profoundchanges and has become more and more liberalization.After several years of development under the reform and opening up, China’smarket structure has experienced a series of changes, the Chinese market is becomingincreasingly liberalized, seller’s market that merchants dominate becomes a buyer’smarket that buyers dominate. With increased productivity, diversity and uniqueness ofproducts and services has been greatly improved, but it is still not able to meetcustomer demand for product diversification.At the moment, a grim fact placed in front of the business managers: differencesbetween different service vendors are narrowing, the trend of homogenizationbecomes obvious; striving for the market on price and quality that aims to maximizeprofits in the corporate income does not dominate the distribution ratio any longer. Inthis difficult situation, through different kinds of all attempts and practice, the onlyway is to meet the demand of customers, be customer-centric, in the pursuit ofcustomer’s satisfaction and customer’s loyalty at the same time to improve productquality and service quality, which contributes to gain a firm foothold in the fiercecompetition and stand out. At such a circumstance, the concept of customerrelationship management (CRM) comes into being.Different consumers have their own consumption custom, similarly, the sameconsumer groups, they have a lot of consumption custom in common. The CRManalyses consumer’s spending habits and preferences, manages and organizesenterprises to achieve the maximization of profit. To promote the communication between businesses and their customers, and thus facilitate providers to understandcustomer’s behavior and can guide clients based on the understanding of customer’sbehavior. It helps to affect consumer’s behavior, attract more new customers, retainold customers to achieve the purpose of creating value for customers and improvingcustomer’s loyalty. For example, mine the potential value of these relationshipsamong suppliers, dealers, employees and partners, retain and develop greaterconsumer groups, invest and provide better services and goods to consumer accodingto what they like.This paper focuses on the design and implementation of the CRM systemnetwork architecture. Firstly, it introduces the research background and trends of theCRM system, and discusses the feasibility and necessity of the application of CRMbased on existing technology. Secondly it depicts the overall scheme of the systemdeployment, the system of high-level physics and software technically architecturedesign, and divided into several functional modules based on design-two-dimensioncode scanning module, SMS and MMS transceiver module, the second-generation idcard authentication module, the call center module, mail module. Finally, the systemExperimental results are showed and discussed according to the specific functions ofeach module. The normal operation of this system in the network architecture arefurther validated, and the feasibility and efficiency of the application of this CRMsystem are affirmed.