Design And Implementation Of The CRM System Of A Commercial Bank

With the gradual opening of the national financial supervision and the vigorous development of the banking industry,the demand of information data processing by bank employees is getting higher and higher,and more and more state-owned and commercial banks are beginning to accept and adopt customer relationship management(CRM)systems.However,facing the changing needs of customer relationship management needs and the fierce competition among banks,the existing CRM systems of banks still need to be improved and optimized in order to complete the bank customer relationship management better,so as to further improve their services and enhance their competitiveness.Firstly,based on the current situation and shortcomings of CRM of a commercial bank,the background and purpose of the research are introduced.Meanwhile,the development status and trend of CRM system in domestic and foreign banks are analyzed,and the research target suitable for the current CRM system of a commercial bank is put forward.Then,the basic connotation and classification of CRM system,the application in banking,and the related key technologies are presented in this paper.Subsequently,the feasibility of the system is analyzed from three aspects of technology,economy,and operation.And the system requirement analysis is made from four parts: the system overall requirement,the role requirement,the functional requirement,and the nonfunctional requirement.Furthermore,the overall design,the main function module design,and the database design of CRM system are carried out.The four parts with high frequency of use,namely "system management","my customer","customer management" and "my sales",are selected as the research objects for detailed design and description.And the “customer”,“user”,“product data” and “contact data” are selected as the research objects,the database is designed and explained based on data entity attribute map and database table.Database is designed based on data entity attribute graph and database table.Finally,the development and running environment of the system are introduced in detail,then the implementation process and flow chart of the main functional modules are also presented.And the function and performance of the system are tested.The results show that the system can meet the customer relationship management requirements well,meet the initial design requirements,and can be officially on-line promotion and application.