Advances in Computer Science Research (ACSR), volume 76

7th International Conference on Education, Management, Information and Mechanical Engineering (EMIM 2017)

Design and Implementation of CRM System Based on SSP

Peini Shang
School of information engineering, Yulin University, Yulin, Shaanxi，China
[email protected]

Keywords: CRM; Customer relationship management; Task scheduling; Privilege management

Abstract. This system is the basic customer information, contact information, contact information,
customer service, full sharing of information and standardized management; based on the sales
opportunities, customer tracking and recording the development process, improve the ability to
develop new customers and customers will be lost in time when the early warning system for sales
staff to take timely measures to reduce losses, and hope to provide the report system for senior
corporate customers to understand. The system includes six modules: marketing management,
customer management, service management, statistical statements, basic data and authority
management.

Introduction
CRM is a customer relationship management system, is a kind of software tools used to manage
customers. Through the use of today's rapid development of information technology means to
maintain corporate customers, to replace the traditional single customer information management.
Through the CRM system, we can not only understand customer information, but also some of the
information is closely related with customer, such as customer contact, when we are in the
maintenance of customer information, but also to maintain customer contact information, then the
customer contact will also may become potential customers for our development[1-3]. So the CRM
system is a tool that allows companies to better select and manage valuable customers[4-6].
The CRM system SSP will retain this concept based on through automated scheduling in the
program design, that can interact at any time for timely communication between enterprises and
customers, so as to allow enterprises to truly understand customer needs, further development. This
approach can not only enhance the productivity and efficiency of employees, but also increase sales
revenue, reduce operating costs, as well as the most important to improve customer satisfaction.
The pursuit of maximum profit.

Design and Implementation of CRM System

Database design of the E-R diagram is a conceptual model of the form of expression, the reality of
the entity relationship with E-R diagram clearly show [7,8]. The CRM system, there are 16 main
entities, namely: user entity, entity roles, permissions entity, role permissions associated entity,
customer, customer contact customer service entity, entity, customer information entity, customer
communication record entity, entity marketing opportunities, sales plan entities, product inventory
entity, entity, entity order, entity, entity dictionary. There are mainly 6 kinds of association: one-way
one to one N:N. One way one to one N: N. [9,10] One way to many N:N. Bidirectional N:N. One
way to many n:n and bidirectional multi to many N:N.
The user, authority, role relational data table model was shown in Fig. 1.

Copyright © 2017, the Authors. Published by Atlantis Press. 888

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 Advances in Computer Science Research (ACSR), volume 76

Figure 1. User, authority, role relational data table model

And Fig. 2 is a data sheet model associated with the customer (customer and customer contact,
customer and customer service, customer contact records and customer churn data).
CUSTOMER_DRAINS
ID NUMBER(19) <pk>
DELAY VARCHAR2(255 char)
DRAIN_DATE TIMESTAMP
LAST_ORDER_DATE TIMESTAMP
REASON VARCHAR2(255 char)
STATUS VARCHAR2(255 char)
CUSTOMER_ID NUMBER(19) <fk>

CUSTOMERS
ID NUMBER <pk> CUSTOMER_SERVICES
ADDRESS VARCHAR2(255) ID NUMBER(19) <pk>
BANK VARCHAR2(255) ALLOT_DATE DATE
CUSTOMER_ACTIVITIES
BANK_ACCOUNT VARCHAR2(255) CREATE_DATE DATE
ID NUMBER <pk> BANKROLL NUMBER DEAL_DATE DATE
ACTIVITY_DATE DATE CHIEF VARCHAR2(255) DEAL_RESULT VARCHAR2(255 char)
DESCRIPTION VARCHAR2(255) CREDIT VARCHAR2(255) SATISFY VARCHAR2(255 char)
PLACE VARCHAR2(255) FAX VARCHAR2(255) SERVICE_DEAL VARCHAR2(255 char)
TITLE VARCHAR2(255) LICENCE_NO VARCHAR2(255) SERVICE_REQUEST VARCHAR2(255 char)
CUSTOMER_ID NUMBER <fk> LOCAL_TAX_NO VARCHAR2(255) SERVICE_STATE VARCHAR2(255 char)
NAME VARCHAR2(255) SERVICE_TITLE VARCHAR2(255 char)
NATIONAL_TAX_NO VARCHAR2(255) SERVICE_TYPE VARCHAR2(255 char)
NO VARCHAR2(255)
REGION VARCHAR2(255)

CONTACTS
ID NUMBER <pk>
MEMO VARCHAR2(255)
MOBILE VARCHAR2(255)
NAME VARCHAR2(255)
POSITION VARCHAR2(255)
SEX VARCHAR2(255)
TEL VARCHAR2(255)
CUSTOMER_ID NUMBER <fk>

Figure 2. Data sheet model associated with the customer

The design of the database logic structure is to transform the conceptual structure design model
into a logical structure model. Logical structure includes three parts: collecting basic data, data
structure, data processing flow. The logical structure is converted into a physical structure, which
corresponds to the data table in the database. The system uses Oracle database to store data. The
following shows a few tables in this system.
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 Advances in Computer Science Research (ACSR), volume 76

Table 1 Data dictionary table

Field Data type Primary key yes / no Meaning
ID NUMBER Y Auto primary key
EDITABLE NUMBER N Can edit
VARCHAR2(25
ITEM N entry
5)
VARCHAR2(25
TYPE N category
5)
VARCHAR2(25
VALUE N value
5)

Table 2 Contact record sheet

Field Data type Primary key yes / no Meaning
NUMB
ID Y Auto primary key
ER
ACTIVITY_DAT
DATE N time
E
VARCHAR2(25 detailed
DESCRIPTION N
5) information
VARCHAR2(25
PLACE N place
5)
VARCHAR2(25
TITLE N outline
5)
NUMB
CUSTOMER_ID N Client primary key
ER

Result & Analysis

Click the menu can prompt the customer management, customer management system in accordance
with the given page, the client query operation, also can create new customers, delete customers,
customers can also modify the operation of customer contact crud operations. Specific tests are
shown in table 3.
Table 3 Test Result sheet
Test content Expected results Practical results
Check the customer's basic
Normal display of relevant
information according to the Consistent with expected output
customer information
customer name
According to customer Normal display of relevant
Consistent with expected output
manager customer information
According to the regional Normal display of relevant
Consistent with expected output
customer level status query customer information
Edit the customer's basic
Display edit page Consistent with expected output
information
Customer contact record Display customer records Consistent with expected output
Click to view history order Return all customer orders Consistent with expected output
Click Delete button Customer status display delete Consistent with expected output
Customer loss set Cron time
for ten minutes, so that the Customer status indicator for
Consistent with expected output
customer status into loss churn warning
warning

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Summary
This system is the basic customer information, contact information, contact information, customer
service, full sharing of information and standardized management; based on the sales opportunities,
customer tracking and recording the development process, improve the ability to develop new
customers and customers will be lost in time when the early warning system for sales staff to take
timely measures to reduce losses., and hope to provide the report system for senior corporate
customers to understand.

Acknowledgements
This paper is a report of the research project of teaching reform in the Information Engineering
Institute of Yulin University.

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