The Design And Implementation Of Bank-Of-China Zhe Jiang Branch CRM System

In order to solve deep cognitive customer, in-depth excavation of the customers, toprevent such problems as customer churn, Banking Customer Relationship Management(CRM) is designed as a management system. Information technology is utilized to relizethe system. On account of the CRM system is common. It’s not advantageous to takethe customer as the center of the advanced idea of customer relationship management(CRM), and the customer’s business information and banking information aren’torganized for the center with customer ID. In order to solve this problem, the customeras the center of bank CRM system design and implementation were given, on the basisof advanced customer relationship management concept and the object orientedsoftware development technology. Through the actual operation and test, theeffectiveness and the advanced nature of the system were proved.First of all, the domestic and foreign research statuses about CRM were introducedin three contexts: management, technology, and implementation. The bank CRM systemcan help the bank to carry on the delicacy management, and fully excavate potentialcustomers and target customers. There was important application value. Through theresearch and analysis of the bank CRM demand, demand analysis. The customer centricoperational CRM needs analysis and customer service process were designed. In eachstage of demand Customer data import, business pre-sale, sale, after-sale customer datamanagement and business flow were described.Secondly, the outline design and detailed design were given based on the actualneeds of Bank-Of-China Zhe Jiang Branch CRM. The overall frame diagram of thesystem was given, including the presentation layer, logic layer and data layer. Datalayers included relational databases, and document databases, and XML-basedextensible data interface. Logic layer included customer resource management,customer development management, customer service management, customer analysismanagement module. By analysis of the object class, the system described the couplingbetween modules. Software engineering specification design was adopted based on thesoftware development life-cycle approach and rapid prototyping, Power designerdevelopment tools. The system timing diagram was introduced for each functionalmodule design, and the system database table was designed. Then, the system was achieved using B/S three-tier architecture modeldevelopment. SQL2000as the database server and VS.NET development platform wereapplied. ADO.NET technology as an application database was applied to achieveefficient communication. In accordance with the Bank of the actual work needs, theCRM system software development was completed.Finally, the test methods and design of the system testing program were introduced.Through test cases, test results were analyzed and summarized. The data mining, rightsmanagement, system scalability are the future research directions.