Design And Implementation Of Customer Relationship Management System For E-commerce Enterprises

Our country IT e-commerce growth speed steadily ranks first in the world,has become one of the important pillars of the national economy.The market-oriented,internationalization is becoming mature,and the competition in the industry is becoming fiercer.How to grasp the customer's development and strengthen itself has become the new trend of the development of the IT E-commerce industry.The development practice of electric business enterprises at home and abroad shows that the survival and development of the electric business enterprises depend on the correct management of customers and service customers,so that the success of the customers is the driving force for the growth and development of the electric business enterprises.Combined with the actual demand of e-commerce industry,under the guidance of customer relationship management(CRM)theory,this paper takes customer service management as the starting point of CRM application,and puts forward that customer file management is the foundation and customer classification analysis is the tool.Customer service distribution as a measure to improve customer satisfaction of the overall program.Customer file management mainly includes static customer file information and dynamic transaction file information,which can objectively reflect the customer's historical value and potential abil ity.Customer classification analysis mainly includes customer value analysis,customer capability analysis and so on.Through analyzing and mastering the company's profit prospect and customer potential,it also gives the best service countermeasure.The analysis tool adopts the two-eighth classification analysis and the K-means classification analysis.The distribution of customer service is mainly based on the service guide given by expert service game database,and the information after implementation i s given in time.The whole system consists of three modules,the customer file management module is deployed in the branch office,the enterprise intranet is composed of VPN network,the customer classification analysis module and the customer service dist ribution module are deployed in the headquarters.The functions realized by this project are that domestic IT e-commerce enterprises finally solve the file management,data warehouse classification and analysis,and provide scientific theoretical basis and safe and effective implementation method for the work of providing targeted services to customers.In customer retention effect is obvious.The project has certain reference significance to the enterprises that implement the analytical CRM management mode.