Research And Implementation Of Customer Relationship Management System Supporting Industry Chain Collaboration

With the development of the automobile industry, automobile enterprises gradually phased out the "product-centric" and "profit-centric" management concept,to the "customer-centric" change to achieve customer satisfaction, in order to increase market share purpose. With the development of information technology, most car companies started deploying their own information systems from the 90s of last century, but because of sales, such as sales separation, sales outlets scattered,downstream enterprises and other historical reasons, there is a big problem with information sharing among these enterprises, thus sales and service process are difficult to achieve convergence and provide customers a full lifecycle service. Based on this background, this thesis carried on the thorough research to CRM system which supporting the cooperating of industry chain,from the needs analysis, system design,technical research,system implementation and so on.In this thesis, choose an automobile company as the target enterprise, firstly analyzes the current situation of the enterprise’s sales and service, according to customer information scattered and not unified,pre-sale management is not precise,channel intergration, the whole solution of customer relationship management of cooperative mode are studied, improving the pre-sale management, making the vehicle factory, dealers, service providers more active service for customers, improve their service quality and customer satisfaction.At the same time, according to the customization requirements of sales lead distribution, customer classification, customer care and so on, this thesis studies the business rules customization technology. Based on the principle of rule engine,designing a framework of business rule customization, thus user can set their business rules according their own business needs. This apporoach improves the scalability of the system and reduces the maintenance cost of developers.Finally, this paper based on demand analysis and system design,using Visual Studio 2015 and SQL Server 2014 development tools, realizing this CRM system and discussing the system realization. At the end of this thesis,a summary and outlook are given, which points out the direction for the author’s future efforts.