Design And Implementation Of The Customer Relationship Management System For Tobacco Industry

The Chinese Tobacco Industry makes an important role in the national economy, which is also the important taxation source of china. Facing the development of economic globalization, especially the competition’s aggravating after joined the WTO, the Tobacco Industry exigently needs the information-managing tools to congregate the customers’ information, in order to improve its working power. The Customer Relationship Management (CRM) is an effectively idea and tool which used to manage the information flowing in the enterprise. CRM is a business strategy for enterprise, which efficiently organizes the enterprise resources according to the partition of customers, implements the management and the operation which focuses on the customers, and finally improves the profit capability, earning and the satisfaction of customers. Basing on the Tobacco Industry E-commercial System which had been in use, this paper analyzes the requirement, management flow, and the idea of Customer Relationship Management, studies and designs a CRM system for tobacco industry.Basing on the users’requirements and the lately CRM theory, we adopts the diversity-management and the unity-management for the system’s design and implements. In conclusion, this paper has finished the following assignments:Firstly, in the light of the vast region and complicated applications in the tobacco industry, this paper adopts the two layers structure, which is province centralization and city centralization. This structure increased the maintenance and the performance of this system, by the multiple deployment ways which is province centralization, province-to-city centralization and only-city deployment. At the same time, this paper basing on the currently B/S architecture, designs the physics layer, logic layer, service layer, application layer, data access layer and the data store layer, which increased the ability for the maintenance, extensibility and performance.Secondly, this thesis divides the business requirements to the diversity management and the unity-management. The diversity-management is a management process in which the enterprises precede the diverse control, basing on the classification and evaluation of buyers. The unity-management provides a unified management standard. These two parts has differences and relations. By the divide of requirements, we improved the efficiency and maintenance of the requirements management, and made a foundation for the further design.