The Design And Implementation Of CRM In The Bank Customer Service Center

With the development of enterprise information and the rapid development of computer technology,no matter for personal or corporat e requirements on the application of the computer is more and more high.With database and network technology as the core of enterprise management information system applications greatly propelled the development of all kinds of enterprises,improve the management level of the enterprise.The purpose of this paper is to design and develop a customer relationship management(CRM)system for bank,make the enterprise application of the concept of customer relationship management,improve the level of customer relationship management.In this paper,based on the characteristics of economic and trade companies,combined with the study of CRM theory and related technology and the demand for system analysis,to determine the implementation scheme of the system.In this paper,design of system uses Browser/Server three-layer architecture model.The system used Microsoft SQL Server 2008 as the database Server,using J2 EE as a development platform.Combining with the characteristics of the needs of the development sys tem and determines the CRM system function module and the business process,complete the system's overall function of the subsystems of the design and function design in detail.Paper first introduces the background of the system and the significance,research status at home and abroad and paper research goal,content and methods.And then used for system design and development of technology has carried on the introduction and analysis of one by one.Then respectively non-functional requirements and functional requirements of system were summarized,in the aspect of system functional requirements system is mainly introduced the overall functional requirements of marketing management,customer demand,customer service management requirements,customer resource management function requirements,reporting requirements,basic configuration management requirements,car drives demand management,and introduces the system of performance,such as information security and system related to the non-functional requirements.Then,based on user requirements,using results of demand analysis,the system structure,system function structure of the system,the design of network topology,security,and the database design,system main module of detailed design,etc,this pape r further puts forward the overall solution of call center customer management system and introduces a test system of test method and test environment and test plan,through to the system function and performance test respectively,the test results.Revise and issues of system test and adjustment.Finally,the system online before the related data preparation,system involves the training work of each position deployment and implementation is described and introduced,and the effect of the implementation of online is described.Through to the bank customer service center of the design and research of CRM system,because the project has a strong practical significance,can bus company enterprise CRM system development and perfection of certain reference significance.