Design And Implementation Of Customer Relationship Management System For Home Appliances Sales Enterprises

Customer relationship management is an important part of modern businessmanagement. Customer relationship management, based on customer relationshipmanagement theory, is about solving the problem of how to meet the customers’ need.The technology of using PHP to develop applications has been very mature. But thereare still exists some problems with the appliance sales business’s CRM system. How toaccurately evaluate the customer’s satisfaction? How to make it easy to expand itsfunctionality? In this paper, we come up with a satisfaction evaluation algorithm anddevelop a five-story B/S architecture model for the system after fully considering itscharacteristics of appliance sales business. Then, we use PHP technology to develop aCRM system based on the model, and the system achieves a fully functional andefficient data analysis and processing ability.We made a full investigation of enterprise customer relationship, made a charting ofthe work flow, and made the function of each process modularity, in the research stage.We communicate with customers to know the technical problems which they faced intheir practical work. So we can learn their needs in all aspects. We make a detailedrequirements analysis and design of the CRM system on the basis of full understandingits business operations(such as home appliances product sourcing, out of storage,marketing plan, customer satisfaction surveys, customer follow-up, appliance sales,service and support, etc.). During the development phase, we design a five B/Sarchitecture deployment which make the web performance part, business logic anddatabase separate from each other. We select the PHPEclipse development platform,which integrates Apache and Mysql. PHP programming language is used on the CRMsystem development implementation. But the customer satisfaction evaluation algorithmin the system is implemented using c++programming for a more operational efficiency.In the last stage, we design some case to test our CRM system’s function (such ascustomer management, contract management and other functional modules etc.). Thesystem successfully meets the appliance sales business needs. It has a certain referencevalue for using the design of customer satisfaction algorithm. And enterprise staff isvery convenient to use the operating system which achieve our research goal.