Construction, Data Collection And Analysis In Customer Relationship Management System

With the arrival of information age and China entering the WTO in 2001, Chinese enterprises are facing more and more intensive competition from international enterprises. The strategy of enterprise must focus on customers' need. This is the reason why so many Chinese enterprises want to implement customer relationship management (CRM)system.The thesis supplies solutions for two different construction stages of CRM system in Chinese enterprises. The first solution is how to set up the CRM system in enterprise from scratch. The second solution is how to design data warehouse(DW)and using on-line analytical processing (OLAP) software or data mining (DM) software in the customers transaction data already collected in the CRM system of enterprises.The thesis consists of six chapters. The first chapter is the introduction of the CRM system. The second chapter instructs detailly how to construct CRM system in enterprise step by step. The third chapter discusses how to design the data warehouse and transform the data in the CRM system into data warehouse. The fourth chapter is about how to apply the result from the using SPSS, MS SQL 2000 OLAP software and DM software to do some analysis in the data collected in data warehouse. The fifth chapter suggests how to improve the efficiency of CRM system in the operation of enterprise. The sixth chapter is the conclusion of the thesis and some personal advice.