面向中小型销售企业的CRM系统的设计与实现-软件工程专业毕业论文.docxVIP

哈尔滨工业大学工程硕士学位论文 哈尔滨工业大学工程硕士学位论文 - - II - Abstract With the development of information technology and Internet technology, the enterprises are facing new opportunities and challenges. The previous market strategy, which based on production and targeted at sales will be replaced by the new ones, which focuses on customers and aims at services. Customer relationship management is just a kind of management concept regarding customers as the focus of management. The core of CRM is to take customers as the most important enterprise source and to guarantee customers life time value by fulfilling customers needs through complete service and deep customer analysis. CRM application system combines the business practice with data analysis, management information automation and other information technologies tightly and provides a solution to transaction automation for the fields of sales, best customer service, enterprise structure and so on. This paper discusses designing and implementing this convenient and efficient CRM system. The system users are small and medium direct-sales. This system can help the enterprise solve the basic requires of customer relationship management, which includes the management and maintenance of the customers information. By value analysing for the data of the customers, the system can manage the group of the custmers. The system can establish the customers contacts and employees based on the customer classification. The system also set up and mamage the sales opportunity and contact activity. The system can manage the basic information of the enterprise, which includes department information, employee information, product information, parameter setting, and data backup and renewing and so on. Besides, the system can communicate with the custmers by mobile telephone note, E-mail, fax and other ways, which establishs a expedite communicating flat roof between the customer and enterprise. This CRM system can improve the enterprise and custoemrs rel