Research, Customer Relationship Management System Based On Uml Modeling

With the development of IT and networks, enterprises are facing both challenges and opportunities. In the eras of e-commerce, the traditional resource, such as product quality and price, can't bring new competitive power for the enterprises any more in the vehement market competition.During the vehement market competition, enterprises begin to alter their management policy from attention to the resource management to the final customers management. More and more enterprises pay attention to the fact that they should attract and maintain customers by focusing on clients and improving their satisfaction. Customer relationship management is the exact management mechanism that focuses on clients.Customer relationship management (CRM) is a new management mechanism, which regards customers as enterprises' most valuable resource and emphasizes the fact that enterprises must focus on clients and improve the relationship between enterprises and clients by providing the clients with knight service.This thesis explores the basic theories of CRM and its configuration based on the CRM project of the Marketing Division of XUZHOU CONSTRUCTION MACHINERY GROUP (XCMG). Besides it constructs the subsystem of customer service management. In the course of the analysis of the subsystem, it practices the Object-Oriented method and applies UML (The Unified Modeling Language) to make the subsystem's modeling in the aspect of function, static construction and dynamic action.