Analysis And Design Of Customer Relationship Management System For A Bank Based On Web

With the rapid development of e-commerce,banks have gradually transformed their management model into information management.The customer relationship management(CRM)system is a kind of information system that is commonly used in banking applications.It is used by banks to maintain good relationships with customers through computers.The introduction of the customer relationship management system has greatly improved the working methods and modes of bank customer relationship management,improved the efficiency of bank customer relationship management personnel,reduced the input cost of bank customer relationship management work,and improved the bank's service quality and level.At present,customer relationship management has become one of the key businesses of the bank and has become another support and growth point for improving the operating profit of the bank.At present,most customer relationship management systems are still based on the C/S model.Bank customer relationship management under this model has many defects such as manual participation,difficulty in maintenance,and difficulty in expansion,and there is no customer relationship management system for banking services in the market.Based on this,this paper develops a customer relationship management system based on B/S mode,based on the basic business of the bank,and makes decision support for the bank's main business.Based on the B/S architecture,this paper applies the mainstream Struts framework for development in standard J2 EE.In the process of writing code,follow the object-oriented method,try to encapsulate the code,reuse the code,improve the development efficiency,and save development time.This R&D has realized all the basic functions of bank customer relationship management,including customer information management,sales management,product and service management,statistical inquiry,etc.,as well as other customer service operations based on customer relationship.Summarize the research content of this article,specifically:(1)This paper first investigates the origin and development of customer relationship management,its application and development status in the banking industry,collects relevant literature and market research,and understands the model,business process and work specifications of bank customer relationship management.(2)According to the business characteristics and functional requirements of bankcustomer relationship management,research and development tools,compare the advantages and disadvantages of each technical tool,select and determine the most appropriate technical methods and tools.This article briefly describes the main technical tools,mainly object-oriented thinking,MySQL relational database and J2 EE system.(3)Clarify the basic business functions and technical tools.This paper analyzes the specific needs of bank customer relationship management,and combines the use case diagram and use case specification to explain the pre-and post-conditions and operation flow of each business,and The performance requirements were analyzed.(4)Based on the demand analysis,this paper completed the system design of bank customer relationship management according to the overall-partial idea.Among them,the framework design includes architecture and physical architecture design,and the database design follows the standard process from conceptual design to logical design to physical structure design.(5)Based on the system design,the method of system implementation is elaborated.The interface,business process realization and key code of the system are given.The function and performance of the system are tested by software engineering method.The fault tolerance of the system is analyzed.The stability was comprehensively evaluated.