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Small distribution companies in the design and implementation of the CRM core modules

Author: ZhangWenXi
Tutor: WenJun;ZhouYongHua
School: University of Electronic Science and Technology
Course: Software Engineering
Keywords: Customer Relationship Management (CRM) Data Mining Valuation
CLC: F274
Type: Master's thesis
Year: 2009
Downloads: 100
Quote: 0
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Customer relationship management (customer relationship management, CRM) is to enable enterprises to expand market size, enhance core competitiveness , accelerate the upgrading of operational efficiency of a successful management model , modern management science and modern information technology combined with the product of enterprises final completion of operational objectives created and used by the computer hardware and software integration systems to help to achieve the modern enterprise management mode solutions combined. In customer relationship management , enterprise customers around the center to complete the restructuring of its business processes and organizational structure reengineering , expand System customer research to enhance the customer satisfaction, the core idea is to build customer loyalty and ultimately to enhance enterprise operational efficiency. This thesis is aimed at small and medium enterprise IT distribution business situation , design research management concepts and how to use the company's CRM business processes combined with the company's customer management to conduct a comprehensive upgrade. This design is mainly a combination of CRM concept, from the customer development , customer value assessment , customer profitability analysis, competitor analysis, customer churn analysis , and several other aspects of the design and analysis through the business processes and the actual combination of design a set of distribution for small and medium enterprise IT CRM system , customer-centric and strive to improve the efficiency of enterprise customer management , in addition to this system, also used data mining and data warehouse technology the system provides a powerful data analysis tools and instruments . System main core modules include : 1. Customers to develop modules. 2 customer value assessment modules. 3 customer profitability analysis module . 4 competitor analysis modules. 5 churn analysis module .

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