Analysis And Designment Of CRM For International Trade Department Of PTAC

Along with the development of IT technology, Commercial transport enterprises also face up to the challeages of transformation from the technology-centred services to customer-centred services. Under this situation, CRM becomes the essential choice of enterprise development. PTAC (Posts and Telecomunications Appliance of China) as well is faced with such a problem. Firstly, the informationized management system of PTAC ITD lacks the mining analysis, the management to the upper and lower supply chain. Secondly, the inner processes and data of PTAC ITD own repetitions. Thus the reduction trend of the traditional customers appears.The main contribution of the paper is designing a CRM system consistents with the PTAC ITD. The paper firstly definitely analyzes the customers, suppliers and partners of PTAC ITD, and then describes the analysis of customer management, which includes the contaction management, the management and analysis of information and so on. The suppliers and partners of PTAC ITD are analyzed as well.Due redundancies exist in the functions between the requirement analysis; the author maps this functions to a layered architecture. This paper refers to the TMN (Telecommunication Management Network) architecture and designs the general architecture of CRM module, which includes the desigment architecture and the implementation architecture. The desigment architecture includes the data collection layer, the data analysis layer, the service management layer and the management display layer; and the implementation layer includes the architecture of CRM functional modules and the architecture of CRM information system.After validation, we conclude that the designed CRM system can totally utilize the current ERP system data and the information collected by other departments, establish the uniform available database, and supply multilayer and customizable CRM services to PTAC ITD. This system makes significance for prompting customer satisfication, reducing trade venture and increasing the enterprise profit.