Research And Application Of Customer Relationship Management System Based On Modern Service Industry

In recent twenty years,the service industry has been developing rapidly.The changes of demand in markets have become increasingly frequent and the market composition is more complex.Therefore,the mode of service supply chain is also changed rapidly.In order to meet the complex needs of the market,enterprises must strengthen cooperation between them and make a clear division of labor.As the third party trading platform,the system supply market and supplier the communication channels in the context of Internet transaction,and integrate of customer resources and suppliers resources,and provide a variety of services and service products to meet the needs of individual customers which has become a new trend in the development of modern service industry.Therefore,the aims of enterprise customer relationship management become changed from the previous single mode of the customer relationship management to the mode of merging the suppliers,partners and customers on the customer management.We begin to define the customer as consumers,resource suppliers,and business-related organizations and users of the system and all staff in the departments relating to the sales.This article is precisely embarks from the customer's point of view and research and discuss with customer relationship management from the idea and the technology layer,and a large third party service integrating trading platform which has a leading position in the domestic golf industry will be established using customer relationship management system to realize this model.This paper will do the following work based on the customer relationship management in the modern service industry:First,the core features of the modern service industry are summarized.Modern service industry has the following microscopic characteristics:product customization,,interactive,high efficiency,At the same time,it has the following macro characteristics:industry cluster,new services and new service model,high technology content and high culture grade.Second,the aims of customer relationship management system will be analyzed,and the principle of system construction will be established.The requirements of the customers and users related to the system will be summarized,and the design about the function module will be carried on.Based on the customer value evaluation system,the paper puts forward into multi level service model that is realized by fine-grained services sub project group making up coarse-grained travel service products.Third,the core processes will be restructured such as the card management,the supplier management,the merchandise management,the service management and other key processes.It will enable the system to communicate with customers more conveniently and the information exchange and communication between departments will be more efficiently.Last,a detailed system design will be made.The six core business modules function of customer relationship management system about service management,collaborative management,supplier management,commodity management and price management are analyzed and designed,the system interface is also analyzed,and the realization of the third party payment interface will be finished.The response speed and timeliness of system are analyzed,and measures for improvement are put forward.The key function of customer management,such as the price management and booking management system were implemented and tested to verify the feasibility in this thought and effectiveness about system development.