Design And Implementation Of Customer Relationship Management System For Small And Medium Enterprises

China ’s small and medium enterprises accounted for more than 90% of the total enterprises. With the rapid development of economic and information technology, competition between enterprises in the new economic era has changed greatly. Fully exploiting customer resources, strengthening communication and contact with customers, understanding the needs of customers enable businesses to gain a great competitive advantage. Therefore, customer-based CRM concept has gradually become one of the guiding ideology of corporate strategy implementation. Chinese SMEs have characteristics different from large companies in the operating process, they have small-scale and are flexible, and most of them adopt flat management mode. Based on the actual needs of SMEs in the CRM, This thesis describes the system design and development process.This thesis analyzes the status of CRM system research at home and abroad, Foreign CRM system just does not comply with China’s national conditions for SMEs, and many home CRM system covering all parts of the business results in high learning costs. Therefore, the development of CRM system which is suit for Chinese SMEs has great practical significance and value. Firstly we analyze the characteristics of SMEs and operational processes. Then, we describes the need for CRM system in detail. According to the results of the needs analysis, in accordance with the principles of system design, we design the modules of the system. Base on LAMP architecture, using the B/S architecture and MVC design pattern, using the popular ThinkPHP framework and the latest HTML5 technology, the sysytem has been devoloped. System uses AJAX and cache to improve the response rate and save server bandwidth.The CRM systems includes customer management module, sales management module, employee workstations, custom configuration and permissions configuration. Customer management module is the base of other modules.The system can be flexibly configured and provides multi-terminal login.