The Research Of Customer Relationship Management(CRM) System

With the advancement of science and technology,the situation of global economic integration has become increasingly clear,the social division of labor has become more refined,the market has become more saturated,and competition has become more intense.The convenience of the Internet makes the price of products transparent and the source of products diversified.People are no longer limited to the products themselves,but pay more attention to the services provided by enterprises.Enterprises rely on selling their own products or services to customers to obtain funds for business operations and development.Customers are the key to survival.Therefore,companies must constantly develop new customers,maintain old customers,and prevent customers from passing.Keep abreast of the customer's trends,comprehensively service and track each customer of the company,try to achieve the customer's individual requirements,make the customer satisfied,and gradually deepen the customer's goodwill towards the company.Enterprises deal with the relationship with customers,the number of customers increases,the market share will also increase,and enterprises are more promising to become the industry leader.The importance of customer relationships is self-evident,and as companies increase their investment in this area,they have attracted widespread attention and research.Based on the theory of customer relationship management,the theory of customer value,the theory of customer satisfaction and loyalty,this thesis studies the current situation of customer relationship management system(CRM)at home and abroad.Firstly,from the needs of small and medium-sized enterprises,the demand analysis of CRM is carried out.The customer value evaluation model,customer satisfaction model,customer retention dynamic theory and customer churn theory are established to analyze and evaluate enterprise customers.Combined with the characteristics of small and medium-sized enterprises,CRM has been developed for small and medium-sized enterprises.The specific situation of customers is recorded,so that enterprises can understand the movements of customers in a timely manner and make important decisions.The CRM designed in this thesis is based on PC-side technology and is built on the network architecture of the application system.System function modules mainly include system settings,service management,sales management,customer management,contract management,and statistical analysis functions.The system uploads the customer relationship information originally processed by the manual to the database,and speeds up the work progress of the employees through the system processing.At the same time of processing and analysis,the system summarizes and manages customer information,reducing the impact of human factors on the loss of customer resources.At present,the functions of the project have been basically realized,and they have begun to operate in the enterprise.In order to solve the actual problems,the system has been modified one by one,and the functions are more perfect and can be used by more SMEs.