Design And Implementation Of Customer Relationship Management System In Heilongjiang Rural Credit Union

The customer relationship management system is built by the Heilongjiang Rural Credit Union to centralize the customer information of the whole bank and serve the customers to improve the management skills and adapt to the increasing financial competition. The business idea of the Heilongjiang Rural Credit Union would be changed from product-centricity to customer-centricity, and the service level and core-competitiveness of the Heilongjiang Rural Credit Union would be improved by the building of the customer relationship management system.The design and implementation of the customer relationship management system used by the Heilongjiang Rural Credit Union is introduced by this paper, based on the result of research of the customer relationship management system in and out of China. The central feature of the system is that when new customer information added in the other systems of the Heilongjiang Rural Credit Union, the new customer information will be updated to the customer relationship management system automatically, and after that, the same customer information will be updated by the other systems automatically and synchronously. This design can reduce the workload of the customer managers, and ensure every system of the Heilongjiang Rural Credit Union use the same customer information. In order to satisfy specific need of the Heilongjiang rural credit union, this system is divided into two parts, one is the ECIF,which is short fot enterprise customer information facility, the other one is the OCRM,which is short for operational customer relationship manageent. The ECIF is the foundation of the OCRM, it communicates with other systems to obtain the customer information, to synchronize the customer information instantly, and unify the customer of the whole bank; the OCRM uses customer information, it provides some traditional functions of the customer relationship management system, including customer management, schedule and log management, and marketing management,and for the convenience of the customer managers to broaden the market and win new customers, set up the questionnaire library functions.The OCRM combines with the ECIF, to enable the customer managers to provide more personalized service to their own customers, in order to strengthen the relationship between the customer managers and the customers, to improve customer loyalty of the Heilongjiang Rural Credit Union.This system is mostly programed by java, the system architecture designed follows the J2 EE standard, and designed as the modular loose coupling, to ensure thechanging of any layer will not affect other layers. The client layer is built on the base of the web browser, to shows the interfaces, and ensures the critical HTTPS’s secure encrypted transmission, and uses JavaBean to transmit the requests for the database between the application service layer and service layer. To synchronize the customer information instantly, and use the customer information with other systems of the Heilongjiang Rural Credit Union, the system use socket to send and receive message with other systems, and in order to fit the formats of messages of different systems,the system set up different interfaces to respectively send or receive messages form a specific system.Finally, this system passed the test cases, and basically reached the expected target, achieved the functional requirement of the customer relationship management system of Heilongjiang rural credit union.