A Study Of Geographic Information System In Customer Relationship Management Of Logistics Enterprises

Customer Relationship Management (CRM) is a kind of stratagem to improve core competition of enterprises and to attain the aim of fast development. Under the guidance of customer relationship management concept and ideology, the enterprise will successfully establish or realize the new business module centered around customer and guarantee the realization of the customer's satisfaction which directly relates to the enterprise's profit through the integration of the application support of the front-end and the back-end resources and office system.During its research and application, it is found that CRM systems contain volume of valuable spatial data and information that can be used for enterprise's service automation, better understanding of customer, marketing opportunities and potential customers's finding and decision-making, etc . But it would much too hard to process these spatial data in CRM without the support of GIS. The author focuses on the searching function of GIS such as graphics vision and analysis applied in logistics enterprises. The thesis integrates GIS with CRM to enhance its functionality and serves the enterprise better.The thesis begins with explanation of CRM, and then explains its main constructing parts and each part's requires of spatial data processing. In the next part of the thesis, the author explains the SeCRM's buildups and its implementation techniques and methods, including its architecture and GIS's roles in it. With analysis of SeCRM and the application of GIS, the author introduces the viewpoint. It is the practice achievement of the research.