The Design And Implementation Of The Automobile Enterprise Customer Relationship Management Based On Data Mining

Automotive industry as a pillar industry of China and the world ofmanufacturing and economic development is leading the upstream and downstreamindustry to rapidly development. With the development of society and economy andthe popularity of cars, car ownership in the country in2013was nearly140million.However, with the deterioration of air pollution and the environment, along withvehicle restriction policy in many cities and the booming automobile import andexport trade, automobile enterprise sales strategy is no longer as in the past simply topromote the product as the core. Long-term maintenance of customer resources,deeply mining customer information, improve customer satisfaction is the key tolong-term business development.Based on this background of the topic and the circumstance of the largeautomobile enterprise complex business procedure and organizations system, thisthesis explains the requirement of large automobile enterprise CRM (customerrelationship management) system solution combined with customer relationshipmanagement theory. Design and implement a complete customer relationshipmanagement system. The system focuses on the corporate sales and service sections,analysis customer needs to maintain customer relationships and enhance enterprise toachieve sales and profit objectives.System was implemented on Microsoft Dynamics CRM2011platform,combined with Active Directory technologies and fine-grained managed user rightsand information to achieve single sign-on at the same time and prevent theoccurrence of the illegal invasion to some extent. System was divided to sales,service, data mining, reporting four parts.Finally, the system has been fully tested to verify the system is able toeffectively complete business processes. Through the completion of stress tests ofmulti-user load conditions, thesis evaluated the performance of the system. Theactual test results meet the actual business use, the system itself has a good practicaluse and value of promotion.