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Design and Risk Assessment of Implementation of Customer Relationship Management (CRM) System for Jiangsu Yaxin Company

Author: LiJianYuan
Tutor: LuZiFang
School: Nanjing University of Posts and Telecommunications
Course: Management Science and Engineering
Keywords: Customer Relationship Management (CRM) System Design Risk Assess
CLC: F274;F426.63
Type: Master's thesis
Year: 2012
Downloads: 63
Quote: 0
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Abstract


With the global economy integration and increasing competition, product homogeneity is more and more obvious, the competitive cost among enterprises is also further increasing, and how to keep fixed customer relationship is the focus of management for all enterprises.Jiangsu Yaxin has made great strides in development nearly ten years. In order to better serve customers and get more close relationship, they prepare to design and develop the customer relationship management software to achieve even greater market approval, which is based on the new customer development, the original customer maintenance and customer demands. And it fully considers all kinds of risk on the projects through the whole press of design and implementation. This thesis adopts the object-oriented ideas and B/S structure model. With multilevel software architecture, CRM system is developed mainly by Visual Basic 6.0 and SQL Server2005 Database.Thus this thesis realizes customer information management, customer degree of satisfaction analysis and customer value analysis with the aid of SQL Server 2005 Database as data storage software. This thesis also assesses risks of the system implementation fully, such as develop expected risk identification, risks of the system implementation process and so on. So that it provides a strong security for effective customer relationship management implementation for Jiangsu Yaxin. At last, this thesis points out the risk strategies during implementation. It also provides a set of methods and strategies on customer relationship management system implementation for other similar companies.At present, Jiangsu Yaxin’s CRM system has been running online achieving business process of curing, each business department sharing data, scheduling and planning customer resources, making decision- target from the headquarters, improving the operation efficiency of the company and competitive advantage.

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