Expert Information Management System In Crm And Applications - Framework Based On Java Technology

The study topic in this thesis is "the study and application of expert information management system into CRM- based on the structure of Java".CRM is the abbreviation of Customer Relationship Management, which is an entirely new management model centered on customer. Therefore it is necessary for the development of an expert information management system; digitizing the managing and the servicing work. The technique of data mining in knowledge discovery can be used to assist the enterprise to identify the characteristics of every customer and to provide them respective service thus to achieve the customer retain and customer gain.Through this thesis, the theories of CRM is first studied and discussed systematically. Following the fundamentals, the expert information management system is designed based on Java aiming at the CRM. After combined the system of management and decision support with the theory of data mining, a specialist personnel management system is developed by taking advantage of Java. The specialist personnel management system (SPMS) makes use of the structure of Browser/Server and deals with teachers' practical problems. The whole system takes advantage of multi-layered application serving model. The system has been tested after the development and proves functional. The SPMS has made a beneficial try toward the management focused on serving.