Design And Implementation Of Customer Relationship Management System In Bank

With the continuous development of market economy in China, the market competition pressure is growing. In such a big competition, the customer resource is very important. This paper designs and develops a management system for the bank’s customer relationship. The system can improve the level of customer management, can improve the customer satisfaction, and can improve the economic benefits of the bank. The work of this paper mainly includes the following aspects:First, this paper introduces the research background of customer relationship management system, and analyzes the current research situation of the bank’s customer relationship management, and introduces the urgency of the current banking customer relationship management information management. The purpose and significance of the research of this system are also introduced in this paper. In addition, this paper also analyzes the current situation of the domestic and foreign research of the current customer relationship management system. In order to develop the system, I have studied the related technology of the Web program development, and have carried on the study and the analysis to the system’s business and the requirement.Second, this paper introduces the design process of the customer relationship management system. In the system design stage, this paper mainly introduces the work flow, system structure, and function module and database design of the system. The architecture of the system is based on the three layer B/S structure. The work flow of the system includes customer information input and update process, sales information input and update process, customer feedback process and customer reservation process. The function modules of the system include the system management module, customer management module, customer service module, sales management, product management and statistical analysis module. In order to design the system, this paper uses UML to describe the different stages of the design. In the introduction of business, this paper uses the flow chart. In the introduction of functional modules, this paper uses a time sequence diagram; in the introduction of database design, this paper uses the E-R diagram.Third, this paper introduces the implementation of the system. In the implementation stage, this paper mainly introduces several key functions of system, including system login, customer management, customer feedback, customer reservation, sales opportunity management and statistical analysis. The system uses three layers B/S architecture, the system uses the Studio Visual 2010 development platform, C# development language, Server SLQ 2008 database. In addition, the system uses a code generation tool, which can greatly improve the efficiency of development. In order to improve the user experience, the system uses the AJAX technology, and the use of the chart control amcharts. In order to be able to achieve customer feedback telephone 24 hours a person to answer, the system uses the IVR technology; customers can be based on tips to carry out the relevant information query.Last, this paper introduces the testing process of the system. In this paper, this paper first introduces the purpose and method of system testing, and then introduces the test environment of the system. Finally, the test cases of the system are introduced.