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Design and Implement of CRM System Based on Agile Enterprise Architecture Framework

Author: ZhangYing
Tutor: LiuJie
School: Shenyang Normal
Course: Applied Computer Technology
Keywords: enterprise architecture agile enterprise architectureframework customer relationship management (CRM) Dynamics CRM
CLC: TP311.52
Type: Master's thesis
Year: 2013
Downloads: 33
Quote: 0
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Abstract


With the development of the market economy, enterprise competition is continuouslystrengthen, market gradually changed from the "products" as the center to the "customer" as thecenter. Customer relationship management (CRM) is a kind of "customer" as the center of themarketing strategy. Enterprise pass through constantly strengthen ties with customers,understand customer needs, steadily enhance services and products, enhance customer degree ofsatisfaction, and use of advanced IT technology and Internet technology to realize enterpriseelectronic, automated operations, and through customer data analysis and arrange, we can dig outthe hidden and useful information, and then fundamentally improve the core competitiveness ofenterprises in the market.I developed a small and medium-sized enterprise customer relationship management systemwhich is combined operation model and analysis model. This system had solved the small andmedium-sized enterprise customer relationship management system’s weakly function value andlow utilization rate problems. It not only can realize the process automation of marketing, sales,customer service, but also analyze the enterprise’s transaction data, and provide service forbusiness decisions. Customer relationship management system based on agile enterprisearchitecture framework of the research mainly includes two parts: One is through thedevelopment of the enterprise architecture, concepts, and the study of nowadays’s enterprisearchitecture framework,I put forward a set of simple, fast, small and medium-sized enterprisesoriented architecture framework approach, which is named the agile enterprise architectureframework. It saves the basic idea of enterprise architecture, simplify the steps and methods ofestablishing the enterprise architecture framework. Another is establish system architecture ofcustomer relationship management system of LianKe information limited company, which isused business architecture, data architecture, application architecture, technology architecture ofagile enterprise architecture framework. And this system uses the Microsoft Dynamics CRM asa development platform for development. This system includes marketing module, sales moduleand customer service. It implemented the process automation, which from market plan to findingthe potential clients, followed up on business customers, achieved sales and after-sales service.Finally analyze the business opportunities and clients’s information.The system is helped business personnel to manage the information of enterprise andcustomer, which makes daily management standardization, and provides data support for enterprise decision-making.

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