Chapter 1 Introduction to CRM core business

       1,CRM(Customer Relationship Management) Customer relationship management is management The relationship between enterprises and customers New management mechanism . The ultimate goal is to attract new customers 、 Retain old customers and turn existing customers into loyal customers , To increase market share .

        It is a complete customer relationship management system , Including the market 、 sales 、 service 3 Big link , Product maturity , It's easy to operate , Powerful . Help you get value from all stages of the customer's life cycle .

      2, This is a kind of software , Many companies specialize in this CRM System . Our system , It's from a very famous company dedicated to CRM From the company that developed the project .

     Different industries CRM, The function is not the same at all , It is determined by the sales model , For example, you have distribution and direct selling .

     3,CRM It provides a new way to improve the relationship between enterprises and customers Management mechanism , Enterprises can plan marketing activities 、 Increase sales leads 、 Standardize customer contact information 、 Effectively distinguish and count transactions in different stages 、 Properly arrange the after-sales return visit 、 Provide support for decision-making , Optimize all business links , Reduce the loss of customers in all links , And company costs . Of course , We don't do it all , We just take out some modules to do .

4, The business process ：

       Marketing activities : Marketing personnel .

       clue ： Sales department personnel .( When the willingness to buy clues is very strong , Can convert )

       Customer ： Company information in the clue

       Contacts ： Contact information in the clue

       transaction ： Transactions that have been made . The transaction made may not necessarily be a deal , Only those customers who have intention to trade will create transaction records . There are some stages in the transaction , There are nine stages in total , The more you go down, the more likely you are to make a deal , Of course, the deal may fail in the end .

      After sales follow-up ： Customer service . After the transaction .

       Statistical report ： Sales funnel . It mainly reflects the data changes in various stages of transaction data .

1, The life cycle of software development ：
  1) Tendering ：
    bid :---------- biding document
    
    Party a ：
    Party B ：
  2) Feasibility analysis :--------- Feasibility analysis report
    technology , economic
  3) Demand analysis :----------- The requirements document
    The product manager , Demand survey
    Project prototype : Easy to determine requirements , Act as jsp Webpage .
  4) Analysis and design ：
    Architecture design ：---------- Schema document
             Physical architecture design ：
             application server :tomcat(apache),weblogic(bea-->oracle),websphere(ibm),jboss(redhat),resin(MS)
                    web  javaee:13 Kind of agreement
                            servlet,jsp,xml,jdbc
                    mq ....
         database server ：mysql,oracle,DB2,sqlserver, Reach a dream
         Logical architecture design ： Code layering .
             View layer --> Control layer --> The business layer --> Persistence layer --> database
         Technology selection ：java,.net
    Project design ：--------- Project design documents
             Physical model design ： Which watch , Which fields , The type and length of the field , And the relationship between tables .
                       powerdesigner-----xxxx.pdm
         Logical model design ： What classes , Which properties and methods , Method and return values , And the relationship between classes .
                       rational rose-----.pdl
         Interface design ： Enterprise application simple ----- Project prototype
                   Internet applications cool
             Algorithm design ：------ Algorithm design document
  5) Build development environment ：----------- Technical architecture documentation
    Create project , add to jar package , Add configuration file , Add static pages , Add public classes and other resources ; It can start and operate normally .
  6) coded ：------- notes
  7) test ：----------- The test case
  8) A test run ：--------- User manual
  9) go online ：----------- Implementation documentation
  10) Operation and maintenance ：---------- Operation and maintenance manual

  11) Document compilation ：

2,CRM The core business of the project ：
  1)CRM Brief introduction of the project ：Customer Relationship Management Customer relationship management system
    Enterprise application , Traditional applications ; For sales or trading companies , in the market , sales , Maintain customer relationship in various links such as service ,
    CRM The purpose of the project ： Add new customers , Keep old customers , Turn existing customers into loyal customers .
  2)CRM It's a kind of project , our CRM It is for a large import and export trading company to use , Do the import and export trade of bulk commodities ; The goods are controlled by the housekeeper .
  3)CRM The core business of the project ：
    System management function ： Not directly processing business data , The function designed to ensure the normal and safe operation of business management function .
                  The user login , Safety exit , Login verification, etc
          To the super administrator , Development and operation and maintenance personnel use .
    Business management functions ： Process business data
                  Marketing activities ： The Marketing Department , Design marketing campaigns
          clue ： The sales department ( Primary sales ), Add clues
          Customers and contacts ： The sales department ( Senior sales ), Effectively distinguish and track customers and contacts .
                  transaction ： The sales department ( Senior sales ), Better distinguish and count all stages of transactions .
          After sales follow-up ： Customer service department , Properly arrange the after-sales return visit . Take the initiative to remind .
                  Statistical charts ： management layer , Count the data volume of each stage in the transaction table .