Research And Implementation For CRM System In Telecom Industry

CRM(Customer Relationship Management) system is a necessity to promotethe competition ability and realize the values of an enterprise during the era of thenetwork. The topic of the article is aiming at establishing an efficient CRMsystem, which makes telecommunication enterprises form a totally harmoniousnew entity in customer services, market competitions, sales and supports aspects.All of the developments can bring the sustainable competive advantages forenterprises.First of all, the article deals with the needs of Hei Longjiang Branch of CNC toraise the efficiency of information sharing, designing payment accout sytem,composite customer system, customer system, on line postal service hall andresources management system, which also develops the connections between thesystems of CRM and interface of data. Meanwhile, it designs three networkstructures that include data collection layer, service layer and customerapplication layer. These supply a better safety separation system to the service netwhich concerns payment and composite service between customer relationshipmanagement. By these ways, it has solved the problems of data sharing and safety.Through research of CRM system characteristic of client data updation andsynchronization, this article solves data synchronization using materiaized viewmethod and solves problem because of many customers simultaneous visitingusing load equilibrium technique. This article solves data-base cubage mischanceusing Oracle data guard to prevent any factor to bring data losing.The article also defines the design plans of CRM's main parts and storage byanalyzing and predicting the number of customers and the amount of the work.The system creates modular designs by analyzing the qualities of customers, theways of payment, the devices of communication, the contests of services and the expenses of communication. The system adopts to the method of unclear dates tocomplete classification. At the same time it takes the measurement of definitequalities and quantities to set up modular parts according to the trust worthinessof different customers as well as influential factors, achieving the successfulmeasurement.