The Design And Implementation Of Customer Relationship Management(CRM) System Of Small And Medium-sized Catering Enterprises In Our Country

With the fierce market competition, the focus of the competition has shifed from product competition to brand competition, service and customer resources. Who can own the customers, establish and maintain a long-term, good relations of cooperation, win the trust of customers, provide satisfactory service to customers, who will be able to maximize the profit of enterprise through the optimization for customer service. With the progress of society and the rapid development of information technology, it is particularly important for enterprises to build a powerful, reasonable design, convenient to use customer relationship management system.This paper will be based on the customer relationship characteristics of domestic small and medium-sized catering enterprises, design and develop a customer relationship management systems which can be widely used and carried out effectively in small and medium sized catering enterprises in our country, timely development, forumulate develop strategy and market strategy, provide products and services to meet customer needs. First, the author has carried on the detailed data collection and review, involving the knowledge of the customer relationship management system design and development, such as customer relationship management, the software requirements engineering and unified modeling language(uml), database and Java and JDBC, then through a variety of ways requirements gathering and sorting for customer relationship management systems, and has carried on the modeling and analysis of demand based on UML; on this basis, has carried on the detailed analysis and design for system structure, network structure, function module, process, design of database table and so on of customer relationship management systems; finally, using the programming language, programming implementation, and show the main interface of the system. As a development platform, this system USES Java language and JDBC technology, implement efficient database on the Internet to communicate, in the structural model design using B/S three layer architecture, and the SQL Server 2005 as the database Server, J2 EE + ECLIPSE as a development platform. Through factors impact assessment algorithm and complaints evaluation algorithm, design implementation, customer resources, enterprise resources, customer service, analysis, decision-making and so on various subsystems, in accordance with the principle of the design of the system, subsystem function development, in order to realize the specific function of each subsystem. This system using the evaluation algorithm respectively the customer churn and evaluate and analyze the reason of complaints, provide the basis for business decisions, and through research, to find countermeasures, improve the system efficiency.System with functions all ready, beautiful interface, easy operation, stable and reliable running etc, can satisfy the practical application of customer relationship management(CRM) demand, improve customer satisfaction and loyalty, improve work efficiency, customer value, so as to enhance comprehensive competitiveness of enterprise and improve the effectiveness of corporate profits, the company leaders and colleagues.