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Chapter 1 Introduction to CRM core business
2022-07-07 17:53:00 【Make a light】
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 .
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