Design And Implementation Of CRM System Based On Financial And Insurance

With the development of E-commerce and Internet era, customer resources become more and more important. If you grasp the customer demand and strengthen ties with customers, and explore the effective management of customer resources, you will be able to obtain competitive advantage in the market. Customer Relationship Management (CRM) has become the key to the success of enterprises.The background of this thesis is that China’s insurance industry has accumulated a large number of customers and the customer management experience after decades of development. Moreover, with the rapid development of economy, the growth of per capita income, the ageing population and the pension problem in a one-child family, resident of China’s insurance demand showed a rapid growth and diversification trend. Therefore, these phenomena have laid the foundation for the insurance industry to implement customer management. At the same time, the wide application of the Internet and E-commerce, the traditional technology competition and product competition as the core of the business model have been challenged. So the development of China’s insurance industry is facing restructuring and upgrading, and then, CRM is becoming more and more attention. New competition mode focus on service and customer, and the competition of comprehensive customer management strategy has risen to the strategic level of enterprise development. Speeding up the strategic transformation of enterprises and the establishment of CRM system has become an urgent task facing the insurance companies.CRM (Customer Relationship Management) originated from "Contact Management" in the early 1980s, which became Customer Care including call service center and support analysis of call center data to the early 1990s. After more than twenty years of development, CRM eventually formed a complete set of management theory system after the evolution and maturation of CRM.Firstly, this thesis analyses the development trend of domestic and foreign CRM (Customer Relationship Management) and its advantages and disadvantages. Then, it describes the characteristics of China’s insurance industry and the actual demand. Lastly, it plans and develops CRM on the basis of a comprehensive insurance company (Y Company). In order to achieve the expected objectives of this system, the main technical route of this thesis is used:the system adopts multi-layer architecture, based on the J2EE specification, based on the Struts framework, Spring framework and Hibernate framework, using Oracle database technology, the logic of the system is divided into six layers:client layer, WEB layer, business layer, persistence layer, resource layer, core layer. The key core data storage, insurance business rules, flexible and diverse user interface is clearly divided in all levels, greatly improving the reliability and stability of the system. The insurance companies through the integration of the business system of customer information establishes unified customer view and ensure that all business systems through the same platform called the customer information, customer to reduce data redundancy, improve the quality of customer management. The system can set to generate different statements basing on the company’s business needs, and to get the limited market resources of insurance company become the greatest play.The main contents of this thesis include:(1) Analysis of the current situation and research background of the CRM system of the insurance customers;(2) Demand analysis and overall design of CRM system for insurance;(3) Analysis of the key technology of system realization;(4) System detailed design and implementation of the process;(5) Installation and testing of CRM system;(6) Prospect development of CRM based on the CRM system of insurance. The design and implementation of the CRM system has been completed and has been put into use, which plays an important role in the analysis of insurance company’s customer resource and precision management. The following work continues to develop new requirements and system efficiency based on customer management. From the effect of on-line three months, the number of customers increased significantly compared to the same period, as well the customer’s recognition to the insurance company’s services has increased largely.