| With the persistent improvement of automobile manufacturing technology, the reduction of production cost, booming economy and advanced manufacturing capabilities, the competition in the automotive market has become fiercer than ever before. It becomes much more important that how to compete for the share of market, manage their own customers, and guide their own products. As a new management model of optimizing the relations between companies and customers, Customer Relationship Management(CRM) can help enterprises allocate the internal resources better through utilizing information technology to research and analyse the customer data and customer intent data. Thereby, the activities of establishing, developing and maintaining valuable customer relationship with customers can realize the continuous growth of business profit.In the first place,the thesis introduces the background of CRM, analyses the recent developing situation of automobile manufacturers' CRM and represents the necessity and significance of building CRM system in automobile manufacturers. In the second place, it presents the current information system of one automobile enterprise, including production system, marketing system and the subsystem of CRM---customer call center. In addition, it analyse the relationship between the Customer Relationship Management which will be realized and these information systems. In the mean time, it describes the demands of CRM and analyse these demands by UML That is to say, it utilize use-case diagram of UMLto describe the processes of managing customers with CRM in automobile enterprises. It utilize sequence diagram of UML to describe the operating sequence when the staff, customers and system perform a specific function. It use activity graph of UML to describe the operating procedure of particular function. Finally, it describes how to crest a J2EE platform, how to realize the three layers of system which include :presentation layer, business layer and persistence layer as well as how to realize data exchange between this system and external system.This paper focuses on researching the principles of system analysis and design such as integrity protection, practicality, downward dependence, human interface, modular design and high cohesion, low coupling. At the same time, this paper represents utilizing MVC design patten can make the system well arranged and more convenient for extension and maintenance to strengthen the reliability, maintainability and scalability of system. It also makes a comparison of differences between J2EE and .NET platform and elaborate the portability, cross-platform, stability and security. Then, this paper goes into the differences, advantages and disadvantages of several large-scale popular relational database. Finally, it describes the interface technology among some current mainstream system and how to utilize these techniques flexibly according to particulars. |
