Research And Design Of Supporting Platform For Telecom CRM

With the reshuffling and the formation of new competition structure,China's telecom industry has stepped into a new stage focusing more on the development of its own core competitiveness.It is against such background that Client Relations Management(CRM),an effective means to enhance the core competitiveness of enterprise,is on the rise domestically,which undoubtedly give telecom service operators new hope:establishing client-centered system of client management and service providing and help telecom operators establish positive image for their companies and brands accordingly.In order to avoid unnecessary repeated CRM development,CRM Telecom Application Supporting Platform provides common,shared data processing services for various applications from the whole CRM service process,providing great support for rapid development,flexible deployment and high-efficient and safe operation,and making convenience for the constant update and extension of application systems.This article makes analyses for CRM Telecom Application Supporting Platform from such three aspects as overall design,functions realization and system demonstration.Via the unified design of the universal technical requirements for telecom CRM and its realization,the platform provides generic model management,telecom CRM generic basic tools,application interface,distributed cache and other modules.Generic model management includes the three account model management and product model management,and CRM basic tools page flow,custom report and work flow.Application interface is realized via high-efficient binary protocols,while distributed cache is achieved by means of the open source software Memcached.The paper makes analyses for the design of application interface and cache system,which are our key technology.In this article,the application interface is realized by Hessian protocol.For the cache system,we discussed the application of consistent hashing algorithm and the design of virtual nodes.Finally,we tested the CRM system,including server performance test and optimization of system.Analysis indicates that CRM Telecom Application Supporting Platform has full ability to quickly integrate the model management components,the function components and the business components into an actually applicable CRM application system.