税控收款机行业客户关系管理系统的设计与实现
摘要
浙江正原电气有限公司的税控收款机通过各个省的总经销及各市、县的代理进行分销,近年来在市场上逐渐取得了较好的销售成绩,也积累了一定的客户资源。由于没有一个适合的管理系统,之前的客户资源没有得到很好的管理、整合和再开发,失去了很多再营销的机会,销售市场也受到了一定的影响。目前,公司在做好日常销售的同时,迫切需要改善自己的客户管理体系,能够充分整合、利用客户资源,并针对不同客户的需求提供个性化的量身定做的服务,对销售数据进行跟踪、分析和研究。
本课题针对该公司的需求现状,致力于建成以客户为中心,并为企业文化来支持有效的市场营销、销售与服务流程体系。本文描述了浙江正原电气股份有限公司税控收款机CRM系统的开发、设计与实现;通过本文提出的技术体系和实现方案,所开发的CRM系统可以对税控收款机的客户资源、公司、员工进行有效地结构化地进行分配和重组,便于在整个客户关系生命周期内及时了解、使用有关资源和知识;简化、优化了各项业务流程,使得公司和员工在销售、服务、市场营销活动中,能够把注意力集中到改善客户关系、提升绩效的重要方面与核心业务上,提高员工对客户的快速反应和反馈能力,使客户能够根据需求迅速获得个性化的产品、方案和服务。为企业更好地去了解市场和开拓市场奠定基础,同时也为领导决策分析提供完整、准确的资料。
系统在一般的售后服务系统的基础上针对公司的具体情况作了相应的调整和优化,使责任和分工更加明确。同时加强了数据分析的功能,为市场决策提供了有力的支持,管理层的控制更加灵活有效。
Zhejiang Zhengyuan Electric CO.,LTD.is a large enterprises which targets its products to national market .The developed fiscal cash registers, distributed in all provinces and by municipal, county agent, in recent years in the market gradually have achieved good sales performance, and accumulated a certain amount of customer resources. Because of lack of a suitable management system, customer resources were not well managed, integrated and re-developed , it has lost a lot of re-marketing opportunities, and the sales market has also been influenced at a certain extent. Currently, while completing the daily sales task, the company’s urgent need is to improve their customer management system, fully integrate and make use of client resources, provide different customers with tailor-made personalized services, track, analysis and research the sales data.
The project aims at the company's needs, commits to build the customer-centered process system, which can effectively support marketing, sales and service. This thesis describes the development, design and implementation of Fiscal Cash Register CRM system of the Zhejiang Zhengyang Electric CO.,LTD. Through the technical system and the proposed implementation scheme , the CRM system can effectively distribute and reform the customers resources、company、employees, which facilitates the entire customer relationship life cycle to keep abreast of the use of the resources and knowledge; simplify and optimize various business processes, which can enable the company and employees in the sales, service, market marketing activities to focus on improving customer relations, enhancing the performance of the important aspects of core business, and improving staff and rapid response to customer feedback capabilities, which can enable customers to quickly get personalized products, programs and services .This thesis can lay the foundation of very understanding the market and opening up the market for enterprises,meanwhle also offer the complete and accurate information for the leadership’s decision-making.
Based on the general after-sales service system, according to the specific circumstances of the company, the systerm has been adjusted and optimized, which makes the responsibility and division of labor more clear. Meanwhile the system enhances the function of the Data analysis, provides strong support for decision-making, and makes the management control more flexible and effective.
本课题针对该公司的需求现状,致力于建成以客户为中心,并为企业文化来支持有效的市场营销、销售与服务流程体系。本文描述了浙江正原电气股份有限公司税控收款机CRM系统的开发、设计与实现;通过本文提出的技术体系和实现方案,所开发的CRM系统可以对税控收款机的客户资源、公司、员工进行有效地结构化地进行分配和重组,便于在整个客户关系生命周期内及时了解、使用有关资源和知识;简化、优化了各项业务流程,使得公司和员工在销售、服务、市场营销活动中,能够把注意力集中到改善客户关系、提升绩效的重要方面与核心业务上,提高员工对客户的快速反应和反馈能力,使客户能够根据需求迅速获得个性化的产品、方案和服务。为企业更好地去了解市场和开拓市场奠定基础,同时也为领导决策分析提供完整、准确的资料。
系统在一般的售后服务系统的基础上针对公司的具体情况作了相应的调整和优化,使责任和分工更加明确。同时加强了数据分析的功能,为市场决策提供了有力的支持,管理层的控制更加灵活有效。
Zhejiang Zhengyuan Electric CO.,LTD.is a large enterprises which targets its products to national market .The developed fiscal cash registers, distributed in all provinces and by municipal, county agent, in recent years in the market gradually have achieved good sales performance, and accumulated a certain amount of customer resources. Because of lack of a suitable management system, customer resources were not well managed, integrated and re-developed , it has lost a lot of re-marketing opportunities, and the sales market has also been influenced at a certain extent. Currently, while completing the daily sales task, the company’s urgent need is to improve their customer management system, fully integrate and make use of client resources, provide different customers with tailor-made personalized services, track, analysis and research the sales data.
The project aims at the company's needs, commits to build the customer-centered process system, which can effectively support marketing, sales and service. This thesis describes the development, design and implementation of Fiscal Cash Register CRM system of the Zhejiang Zhengyang Electric CO.,LTD. Through the technical system and the proposed implementation scheme , the CRM system can effectively distribute and reform the customers resources、company、employees, which facilitates the entire customer relationship life cycle to keep abreast of the use of the resources and knowledge; simplify and optimize various business processes, which can enable the company and employees in the sales, service, market marketing activities to focus on improving customer relations, enhancing the performance of the important aspects of core business, and improving staff and rapid response to customer feedback capabilities, which can enable customers to quickly get personalized products, programs and services .This thesis can lay the foundation of very understanding the market and opening up the market for enterprises,meanwhle also offer the complete and accurate information for the leadership’s decision-making.
Based on the general after-sales service system, according to the specific circumstances of the company, the systerm has been adjusted and optimized, which makes the responsibility and division of labor more clear. Meanwhile the system enhances the function of the Data analysis, provides strong support for decision-making, and makes the management control more flexible and effective.
引文
[1]国家税务总局,《中华人民共和国企业所得税法实施条例》
[2]张晓璐,税控收款,艰辛中的转机--从全球税控发展看中国税控的国际化之路[J].税收与社会,2002(11)
[3]赵玮,龚建军,刘仁,税控收款机的应用现状和发展[J].甘肃科技纵横,2004(03)
[4]黎静文,浅谈我国税控收款机的运用状况[J].管理与财富,2010(6)
[5]谢大贤,企业有效实施CRM研究[J].当代经济2010(6)
[6]Read,Brendan, Top Tips To Build and Keep Customer Loyalty With CRM[J]. Customer Inter@ction Solutions:2009 (9)
[7]汪蔚青,后金融危机时代的税务风险管理[J].首席财务官,2010(3)
[8]孙利,CRM如何提升企业竞争力[J].商业文化(学术版),2010(10)
[9]黄华堂,喻华文,嵌入式税控机GUI系统设计与实现[J].微计算机信息,2008 24(20)
[10] Pinchuk,Steve,Nano entity economics systems[J]. Journal of Revenue & Pricing Management,2011(1)
[11]赵晖,税控收款机推广应用工作研究[J].经营管理者,2009(04)
[12]方博,CRM需要一个支点--网络商务管理系统[J].中国高新技术产业导报,2000-11-29
[13]刘庆华,税控收款机自动化测试系统的设计与实现[J].同济大学软件学院:软件工程,2009
[14]李乔,税控机企业看好产业前景[J].电子经理世界,2006 (5)
[15]王超,推广应用国标税控机过程中的问题与建议[J].科技信息,2008 (28)
[16] Jongmin Nam;Ping Dong;Ryan Tarpine;Sorin Istrail,Functional cis-regulatory genomics for systems biology [J]. PNAS,2010(8)
[17]Beijing Fey man Software Technology Co Ltd Mini GUI Technology White Paper 2005
[18]REN Yu Fiscal Cash Register Embedded System Test with Scenario Pattern IJCSNS International Journal of Computer Science and Network Security, VOL.6 No.5A, May 2006
[19]MENG Tao ZHANG Wei wen ,The Reliability Research of Fiscal Cash Register [J].Computer Knowledge and Technology.2008(19
[20]孙锋,改革税收政策,推动中小企业发展推动中小企业发展[J].经营与管理,2010 (11)
[21]张晓璐,税控收款:税收电子化的“咽喉要道”《中国税务报》,2003.04.01
[22]马凯旋,杜习瑞,基于信息技术面向CRM的企业组织结构设计[J].财会通讯,2010 (2)
[23]汪涛,徐岚,顾客资产与竞争优势[J].中国软科学,2002(01)
[24]邹建岚,CRM对企业营销竞争力的作用机理[J].中国集体经济,2009(31)
[25]徐静,孙潇静,基于我国企业的CRM系统的体系框架研究[J].价值工程,2005(1)
[45]王广宇.客户关系管理[M].经济管理出版社,2001
[26]Test and Analysis on Multipactoring Phenomenon in 70 MHz RF System of CRM Cyclotron[J].中国原子能科学研究院年报,英文版2007(1)
[27]HOU Lun,Tang Xiaowo, Research of CRM Based on Customer Intelligence Engine[J].中国电子科技(英文版),2004(3)
[28] Yuyan Lu Xiaoping Zeng, The Nash Equilibrium Research of the Enterprise's Income and the Total Social Welfare under the CRM System[J].中国经济评论(英文版),2003(1)
[29]林臻,干红华,陈德人,一种基于CRM模型的SaaS解决方案[J].计算机系统应用,2009(6)
[30]虢欢,浅议企业如何选择CRM软件系统[J].中国商界·上半月,2010(6)
[31]王铄,CRM在现代企业管理中的应用及在我国的发展趋势[J].中国商贸,2010(6)
[32] So Young Sohn and In Sang Chang ,CRM to improve the avoidance tendency in science and engineering college in Korea[J]. Expert Systems with Applications2009 (5)
[33]童丽珍,关于我国税收征管法信息化管理的思考[J].中南财经政法大学学报,2004(02)
[34] Youssef, H.;Baragwanath, P. Rectal cancer: involved circumferential resection margin (CRM) - a root cause analysis[J]. Colorectal Disease2010(1)
[35]刘娟,税控收款机的信息安全[J].电脑与信息技术,2006 (1)
[36]盛秋戬,CRM最佳时间:以数据为基础的客户分析应用[J].华南金融电脑,2010(10)
[37]张秀芝,税控收款机推广及应用模式研究[D].中国海洋大学,2008
[2]张晓璐,税控收款,艰辛中的转机--从全球税控发展看中国税控的国际化之路[J].税收与社会,2002(11)
[3]赵玮,龚建军,刘仁,税控收款机的应用现状和发展[J].甘肃科技纵横,2004(03)
[4]黎静文,浅谈我国税控收款机的运用状况[J].管理与财富,2010(6)
[5]谢大贤,企业有效实施CRM研究[J].当代经济2010(6)
[6]Read,Brendan, Top Tips To Build and Keep Customer Loyalty With CRM[J]. Customer Inter@ction Solutions:2009 (9)
[7]汪蔚青,后金融危机时代的税务风险管理[J].首席财务官,2010(3)
[8]孙利,CRM如何提升企业竞争力[J].商业文化(学术版),2010(10)
[9]黄华堂,喻华文,嵌入式税控机GUI系统设计与实现[J].微计算机信息,2008 24(20)
[10] Pinchuk,Steve,Nano entity economics systems[J]. Journal of Revenue & Pricing Management,2011(1)
[11]赵晖,税控收款机推广应用工作研究[J].经营管理者,2009(04)
[12]方博,CRM需要一个支点--网络商务管理系统[J].中国高新技术产业导报,2000-11-29
[13]刘庆华,税控收款机自动化测试系统的设计与实现[J].同济大学软件学院:软件工程,2009
[14]李乔,税控机企业看好产业前景[J].电子经理世界,2006 (5)
[15]王超,推广应用国标税控机过程中的问题与建议[J].科技信息,2008 (28)
[16] Jongmin Nam;Ping Dong;Ryan Tarpine;Sorin Istrail,Functional cis-regulatory genomics for systems biology [J]. PNAS,2010(8)
[17]Beijing Fey man Software Technology Co Ltd Mini GUI Technology White Paper 2005
[18]REN Yu Fiscal Cash Register Embedded System Test with Scenario Pattern IJCSNS International Journal of Computer Science and Network Security, VOL.6 No.5A, May 2006
[19]MENG Tao ZHANG Wei wen ,The Reliability Research of Fiscal Cash Register [J].Computer Knowledge and Technology.2008(19
[20]孙锋,改革税收政策,推动中小企业发展推动中小企业发展[J].经营与管理,2010 (11)
[21]张晓璐,税控收款:税收电子化的“咽喉要道”《中国税务报》,2003.04.01
[22]马凯旋,杜习瑞,基于信息技术面向CRM的企业组织结构设计[J].财会通讯,2010 (2)
[23]汪涛,徐岚,顾客资产与竞争优势[J].中国软科学,2002(01)
[24]邹建岚,CRM对企业营销竞争力的作用机理[J].中国集体经济,2009(31)
[25]徐静,孙潇静,基于我国企业的CRM系统的体系框架研究[J].价值工程,2005(1)
[45]王广宇.客户关系管理[M].经济管理出版社,2001
[26]Test and Analysis on Multipactoring Phenomenon in 70 MHz RF System of CRM Cyclotron[J].中国原子能科学研究院年报,英文版2007(1)
[27]HOU Lun,Tang Xiaowo, Research of CRM Based on Customer Intelligence Engine[J].中国电子科技(英文版),2004(3)
[28] Yuyan Lu Xiaoping Zeng, The Nash Equilibrium Research of the Enterprise's Income and the Total Social Welfare under the CRM System[J].中国经济评论(英文版),2003(1)
[29]林臻,干红华,陈德人,一种基于CRM模型的SaaS解决方案[J].计算机系统应用,2009(6)
[30]虢欢,浅议企业如何选择CRM软件系统[J].中国商界·上半月,2010(6)
[31]王铄,CRM在现代企业管理中的应用及在我国的发展趋势[J].中国商贸,2010(6)
[32] So Young Sohn and In Sang Chang ,CRM to improve the avoidance tendency in science and engineering college in Korea[J]. Expert Systems with Applications2009 (5)
[33]童丽珍,关于我国税收征管法信息化管理的思考[J].中南财经政法大学学报,2004(02)
[34] Youssef, H.;Baragwanath, P. Rectal cancer: involved circumferential resection margin (CRM) - a root cause analysis[J]. Colorectal Disease2010(1)
[35]刘娟,税控收款机的信息安全[J].电脑与信息技术,2006 (1)
[36]盛秋戬,CRM最佳时间:以数据为基础的客户分析应用[J].华南金融电脑,2010(10)
[37]张秀芝,税控收款机推广及应用模式研究[D].中国海洋大学,2008