The Design And Implementation Of Customer Analysis System Based On Collaborative Platform Of Automobile Industry Chain

Customer Relationship Management means the process of collecting customer data,analyzing customer demand characteristics and behavioral preferences,discovering and sharing customer knowledge,providing customers with targeted products and services,developing and maintaining customer relationships.Finally,achieving the goal of win-win both business and customers.Surveys have shown that customers now expect to get more than brilliant products from business,they prefer to get better services while products meet their needs.In sight of this,it is necessary for automobile industry to analyze customer behaviors with the CRM spirit to identify potential customers,retain existing customers,foster loyal customers by providing high quality service.This paper takes an auto industry located in Shandong Province as a prototype to study its existing sales and service process.The author finds that the business collaboration is complete among manufacture,dealer and facilitator,while the information exchange with customer is almost no.The manufacture mainly takes the push marketing strategies,which is completely out of touch with market and customer.So the growth is slow.Based on this,the paper proposes a new “customer-centric” solution.It pays attention to the management of the potentials,and makes the process more systematic and streamlined.At the same time,it focuses on the analysis of the customer theme,which provides evidence for business decision-making,and provides more value added services for customers.It is worth mentioning that the paper emphasizes customer participation and aims to build a customer-driven business which is based on customer demand and feedback.The paper analyzes all the behaviors of customers in database,and based on this,adopts data mining technology to find out the regular behaviors for marketing.The customer purchase prediction proposed in this paper is a model based on the analysis of the historical purchase records.It can be used to recommend car-model for potentials when the dealers follow up.Finally,the system implementation is based on the three layer architecture of B/S mode,C# language,and SQL Server 2014 database.It includes submersible management,sales analysis,service analysis and customer search module.The paper provides multi-dimension charts about customer developed by Echarts,which is clear and convenient for business strategic adjustment.