The Design And Impblementation Of The Core Module Of CRM System Base On Siebel

With the increasingly fierce business competition and rapid development of information technology, Customer Relationship Management (CRM) is penetrating into various industries. Particularly, it is demanded urgently by industries with rapid development, high competitive pressure and quick change of customer requirements, such as IT industry. With the change of customer demand, IT companies are shifting towards the business practice of "customer-orientation". In the process, new problems have emerged gradually, including how to improve the efficiency of operation and management by utilizing customer information. However, the existing system of enterprise cannot solve these problems very well due to its defect on flexibility.This thesis analyzes the research status of CRM theory at home and abroad. There is a large gap on the research level of CRM theory in China and foreign countries. In the profiles of application research, there also have some big issues on the connection technology and management, etc. As for the "customer-orientation" support, the successful application cases are less. Therefore, we mainly choose the market mainstreamed foreign CRM products to carry out analysis. For IT companies, flexibility and extensibility are the main reasons in choosing CRM products. Siebel CRM product fully shoots two key points and it applied most successful solutions in IT industry. So, based on an enterprise’s actual business situation, we’ll take deep dive one by one in their business background, commercial incentives actual business, business objectives. According to analysis results of enterprise’s business scope and business requirements, it divided CRM into three core modules which are customer management、sales management and order management, with corresponding solutions specific to the each module. Afterwards, this thesis chooses typical and representative modules from designed solutions and elaborates its realization process of secondary development on the basis of Siebel in detail. Finally, in the practical application environment of CRM, the test was carried out on the performance of CRM. And the result shows that the system can allow the number of800,000contacts now and the average annual increase of200,000contacts in the future. Therefore, CRM can adapt to the development of target customers in the next three years. The main achievements of this thesis lie in design and implementation for CRM core modules based on Siebel. In addition, it contributes to standardizing company’s sales management process, provides flexible support for customer resource management and is expected to help companies shift towards the business practice of "customer-orientation".