The Design And Implementation Of Customer Relationship Management System Of Northern Tongda Company

With the rapid development of information technology, customer relationship management(CRM) system generates. The use of CRM system can fulfill the customer information sharing and management. At the same time, the system can analyze the historical information of the customers, and thus becomes an important tool for the management and decision analysis, as well as the customer management of enterprises. By using CRM system, the company can reduce the cost of customer management, improve the efficiency of the customer management, and promote the level of customer satisfaction, so as to raise the profitability of the company.Northern Tongda company has recognized the importance of customer relationship management from the bussiness practice. The company needs the information system to improve the management of the existing customer information, and to achieve the effective integration of customer resources.In this thesis, according to the reality of North Tongda company’s customer management, the CRM business process is analyzed in detal. The design and implementation of customer relationship management are completed, which conforms the present situation and the future development trend of the customer relations management. The works and achievements are summarized as follows.First of all, the requirements analysis are completed, which results in the detailed requirements descriptions. The roles of the related departments and the specific system roles are analyzed. The functional and performance requirements of the customer relationship management system are also analyzed. Then, the relevant design of customer relationship management system, including system architecture, and the logic functions under the architecture(including individual transactions, customer management, sales management, customer service, etc.) are accomplished. Finally, the CRM system is implemeted, and the system interface is designed in detail. Also, the system functions are tested by using multiple cases to ensure the system meets the requirements.The system has been put into use in North Tongda company. Using the system as a informatizational means of customer management for the company, the customer relationship can be effectively managed in the marketing department, to relize the effective analysis and use of the customer resources.