Retail enterprise customer relationship management system design and implementation
|School||University of Electronic Science and Technology|
|Keywords||retail enterprise CRM statistic analysis sales management|
Since reform and open up, Chinese retail enterprises which learned the experience of foreign retail enterprises developed very well. Some good retail enterprise emerged in large numbers. With the retail end of WTO transition period, Chinese retail enterprises will face to the fierce competition, and the focus of competition is the customer. Customer relationship management can not only make businesses perform better in the respect of managing customer relations, but also to create the core competitiveness of enterprises. Enterprise will have good customer relations through customer relationship management, which will be an important strategic resource, and this strategic resource will be the core competitiveness of key resources.The implementation of customer relationship management will bring new core business competitiveness. In recent years, with the rapid development of information technology, customer relationship management of retail enterprises in China has already had preliminary applications, such as EDI (electronic data interchange) systems, POS (electronic collection) system has greatly improved the use of large-scale retail enterprise level of sales, making the supermarket and other new retail enterprises in market competition get a larger advantage. In this paper, the system contains several parts: customer management, supplier management, financial management, market management, system management and so on. In this paper, the functional module of business analysis is a very important part of this system. The manager can select the statistical result of profit on sales, purchase commodities, sales class, different sales area through this functional module. At the same time, this functional module can show the diagram of analysis result, such as: diagram of analysis result of different sales class, diagram of analysis result of different kind of communication record and so on.This thesis project targeting at the retail enterprise customer relationship management. Because of the complexity of retail enterprises, and having less resource to integration, this paper designed CRM system which is practical for retail enterprises. At the same time, this CRM has inventory management system which is other CRM system doesn’t have. This CRM system reduced the cost of enterprise informatization and increased the Competitive forces。System test results show that the system can operate normally in the course of trial operation, the function of system can meet the actual requirements of retail businesses.