信金CRM存储过程的实现研究
摘要
本文详细讨论了如何在开发一套具有实用性、稳定性、高效性的信金CRM 系统的BATCH 处理。信金CRM 系统是一个实时信息处理系统,通过信金CRM 系统,银行为顾客提供更加个人化的服务以提高客户满意度,从而达到提高市场占有率的目的,更好的发挥银行的资金,使银行承担很低的风险,同时能够为银行带来很多收益,象提高满意度、扩大市场份额、提高效率、降低成本、降低维护培训费用等。在设计上,注重提高系统情报处理效能,在强化系统后台数据处理上下功夫,实现了各种数据的高效的BATCH 处理,系统整体保障能力有了显著提高。本文主要介绍了如何用ORACLE 中的PL/SQL 实现信金CRM 系统的存储过程,以及在处理过程中需要用到相关的技术。最后结合实例具体阐述了信金CRM系统的存储过程的流程和具体实现以及实际测试和具体代码的优化方面进行了探讨。
With the progress of computer technique, how to achieve CRMby computer is a hot research point across the world. Whether anenterprise can survive or not is depended on Customer relationship,especially for a bank. Only if the bank focuses its services onthe customers, not only serving them positively, but alsoenlarging clients, improving the relationship with the clients,can it get a promoting future. The more automatic a bank tradeoperation is, the more client data are stored in the operativesystem which are treasures regarding the bank. But as a matter offact, there are so profuse data that our managers are in a sorryplight to deal them with poor related knowledge.
Most of the present developed CRM software applications areoperational systems and writing systems. CRM is the softwaresystem that has the function of data analysis. Compared with thefirst two kinds of systems, CRM system can give the bank more spaceand opportunities to give a rise to the profits. The system is notonly to simply record the information of customers and to resolvethe problems coming up in the process of service to customers, butalso to make the best influence in maintaining customerrelationship and gaining more clients. So further management andanalysis of the customer information is needed to mine valuableinformation, and with the help of the system, to implement “oneto one”customer enlargement strategy and cares to all clients.
If we want to adopt CRM, the crucial job is to build up anintegral system, taking customers as the center. This systemrecords, looks up, manages, and analyses characteristics ofcustomers and relative trade information between bank andcustomers. In CRM, CIF is comprised of static custom informationand dynamic custom information. CRM’s main task is building up,looking up, maintaining, etc., and the focus is how to collectvaluable data, so we can analyse custom credit, take full advantageof bankroll, and make the bank take a very low risk.
This paper mainly introduces how to use PL/SQL in ORACLE toimplement the credit bank stored procedure in the CRM system, aswell as the relative technologies in this implementation procedure.According to different demands which is that a batch of data are
dealed with every fixed time, credit bank CRM is divided intoevery-day implementation, every-month implementation, andmultiple-replacement implementation. This paper takes every-dayimplement as an example, that is, because some data in the bankoperation system need be implemented every day, the latest datashould be displayed the next day, data in database should beconstant with the data in the foreground. The data implemented inthe foreform are put into a temporary chart which will be underBATCH implement, if the chart is not in use in that night. In theend, after the implementation of a series of charts, we willabstract some valuable information (for instance, custom credit),so we can learn who are customers with credit, distinguish thecustom consume laws from valuable information which will instructbank departments operation, so more quick and satisfying servicewill be received to help the bank to promote custom satisfactionrate and loyalty rate, to make the best use of the bankroll whichmakes the bank at less risk, finally the bank market competitionability will be developed. At last, on the base of theimplementation of stored procedure, we analyse which language ismore effective to make sure that the codes written are fastimplemented, highly qualitative, effective, and high customsatisfaction rate.
This paper has five chapters. Chapter One. the exordium whichis the integral introductive part of this paper. Brieflyintroduces the background and the meaning of this paper, as wellas development trend in the research status of CRM in China.
Chapter Two. CRM research and theoretic analysis. Mainlyintroduces what is CRM and concrete content of CRM, including itsmain component model and strategy, and introduces present CRMdevelopment trend of civil enterprises and CRM life cycle.
Chapter Three. Credit bank CRM construction and crucialtechnologies. In this chapter, mainly introduces credit bank CRMconstruction and crucial technologies of database implementation,focusing the knowledge on database and stored procedure, and thecircumstance which is needed in the process of stored procedure.
Chapter Four. The implementation of credit bank CRM storedprocedure. Mainly describes how to use PL/SQL in Oracle toimplement stored procedure, the technologies used in storedprocedure and relative optimizing status, such as implementation
With the progress of computer technique, how to achieve CRMby computer is a hot research point across the world. Whether anenterprise can survive or not is depended on Customer relationship,especially for a bank. Only if the bank focuses its services onthe customers, not only serving them positively, but alsoenlarging clients, improving the relationship with the clients,can it get a promoting future. The more automatic a bank tradeoperation is, the more client data are stored in the operativesystem which are treasures regarding the bank. But as a matter offact, there are so profuse data that our managers are in a sorryplight to deal them with poor related knowledge.
Most of the present developed CRM software applications areoperational systems and writing systems. CRM is the softwaresystem that has the function of data analysis. Compared with thefirst two kinds of systems, CRM system can give the bank more spaceand opportunities to give a rise to the profits. The system is notonly to simply record the information of customers and to resolvethe problems coming up in the process of service to customers, butalso to make the best influence in maintaining customerrelationship and gaining more clients. So further management andanalysis of the customer information is needed to mine valuableinformation, and with the help of the system, to implement “oneto one”customer enlargement strategy and cares to all clients.
If we want to adopt CRM, the crucial job is to build up anintegral system, taking customers as the center. This systemrecords, looks up, manages, and analyses characteristics ofcustomers and relative trade information between bank andcustomers. In CRM, CIF is comprised of static custom informationand dynamic custom information. CRM’s main task is building up,looking up, maintaining, etc., and the focus is how to collectvaluable data, so we can analyse custom credit, take full advantageof bankroll, and make the bank take a very low risk.
This paper mainly introduces how to use PL/SQL in ORACLE toimplement the credit bank stored procedure in the CRM system, aswell as the relative technologies in this implementation procedure.According to different demands which is that a batch of data are
dealed with every fixed time, credit bank CRM is divided intoevery-day implementation, every-month implementation, andmultiple-replacement implementation. This paper takes every-dayimplement as an example, that is, because some data in the bankoperation system need be implemented every day, the latest datashould be displayed the next day, data in database should beconstant with the data in the foreground. The data implemented inthe foreform are put into a temporary chart which will be underBATCH implement, if the chart is not in use in that night. In theend, after the implementation of a series of charts, we willabstract some valuable information (for instance, custom credit),so we can learn who are customers with credit, distinguish thecustom consume laws from valuable information which will instructbank departments operation, so more quick and satisfying servicewill be received to help the bank to promote custom satisfactionrate and loyalty rate, to make the best use of the bankroll whichmakes the bank at less risk, finally the bank market competitionability will be developed. At last, on the base of theimplementation of stored procedure, we analyse which language ismore effective to make sure that the codes written are fastimplemented, highly qualitative, effective, and high customsatisfaction rate.
This paper has five chapters. Chapter One. the exordium whichis the integral introductive part of this paper. Brieflyintroduces the background and the meaning of this paper, as wellas development trend in the research status of CRM in China.
Chapter Two. CRM research and theoretic analysis. Mainlyintroduces what is CRM and concrete content of CRM, including itsmain component model and strategy, and introduces present CRMdevelopment trend of civil enterprises and CRM life cycle.
Chapter Three. Credit bank CRM construction and crucialtechnologies. In this chapter, mainly introduces credit bank CRMconstruction and crucial technologies of database implementation,focusing the knowledge on database and stored procedure, and thecircumstance which is needed in the process of stored procedure.
Chapter Four. The implementation of credit bank CRM storedprocedure. Mainly describes how to use PL/SQL in Oracle toimplement stored procedure, the technologies used in storedprocedure and relative optimizing status, such as implementation
引文
[1] 蓝万霞著,客户关系管理(CRM)及其在中国商业银行中的应用,2002
[2] GCCRM 研究所提供,中国CRM 行动指南,第五版2004 年4 月
[3] 升蓝CRM 客户关系管理解决方案http://www.cseek.com/catalog2004 年9 月
[4] 金蝶客户关系管理解决方案http://www.cseek.com/catalog2004 年9 月
[5] 田同生,客户关系管理的中国之路,机械工业出版社。2001 年
[6] 邵兵家等编著客户关系管理—理论与实践,清华大学出版社2004年4 月
[7] 田同生,CRM 实战,机械工业出版社。2002 年
[8] (加)杰姆·G.巴诺斯(James G.Barnes)著,客户关系管理成功奥秘:感知客户,机械工业出版社
[9] (美)帕翠珊·B.希伯尔德(Patricia B.Seybold)等著,客户关系管理理念与实例,机械工业出版社, 2002 年。
[10] 李蓓,CRM 的发展趋势,客户关系管理咨询网。2001 年
[11] 杨德宏,李玲编著,客户关系管理成功案例,机械工业出版社,2002 年
[12] 朱爱群,客户关系管理与数据挖掘,中国财政经济出版社。2001年
[13] CRM系统的典型功能,http://www.zhouyunhai.com/glwz63.htm.
[14] 潘维民,CRM 的三个级别和四个周期,中国计算机报2002 年
[15] 胡长忠、张洪伟、刘向锋,”基于数据仓库的分析型CRM 的研究与实现”,计算机应用与研究,2004 年7 月增刊
[16] 索马里,ITPub 电子杂志(总第二期)PL/SQL Developer2000 的安装和构成P27-P47
[17] 张蒲生,Oracle9i 数据库应用技术,中国水利水电出版社,2004年9 月
[18] 赵松涛,Oracle 9i 中文版基础培训教程经济科学出版社
[19] (美)Christopher Allen 著,钟鸣,文卫东等译,Oracle PL/SQL程序设计基础教程,机械工业出版社2003 年,第2 版
[20] 盖国强,ITPub 电子杂志(总第五期),一次分析的全过程,P61-P75(优化)
[21] 冯春培、盖国强、冯大辉、叶梁主编,Oracle 数据库DBA 技术精粹,冶金工业出版社,2004 年1 月
[22] 吴国芳,Oracle 技术分析及应用,信息技术,2000 年,第1 期,P34-P35
[23] 张海藩,软件工程导论,清华大学出版社,1998 年,第3 版
[2] GCCRM 研究所提供,中国CRM 行动指南,第五版2004 年4 月
[3] 升蓝CRM 客户关系管理解决方案http://www.cseek.com/catalog2004 年9 月
[4] 金蝶客户关系管理解决方案http://www.cseek.com/catalog2004 年9 月
[5] 田同生,客户关系管理的中国之路,机械工业出版社。2001 年
[6] 邵兵家等编著客户关系管理—理论与实践,清华大学出版社2004年4 月
[7] 田同生,CRM 实战,机械工业出版社。2002 年
[8] (加)杰姆·G.巴诺斯(James G.Barnes)著,客户关系管理成功奥秘:感知客户,机械工业出版社
[9] (美)帕翠珊·B.希伯尔德(Patricia B.Seybold)等著,客户关系管理理念与实例,机械工业出版社, 2002 年。
[10] 李蓓,CRM 的发展趋势,客户关系管理咨询网。2001 年
[11] 杨德宏,李玲编著,客户关系管理成功案例,机械工业出版社,2002 年
[12] 朱爱群,客户关系管理与数据挖掘,中国财政经济出版社。2001年
[13] CRM系统的典型功能,http://www.zhouyunhai.com/glwz63.htm.
[14] 潘维民,CRM 的三个级别和四个周期,中国计算机报2002 年
[15] 胡长忠、张洪伟、刘向锋,”基于数据仓库的分析型CRM 的研究与实现”,计算机应用与研究,2004 年7 月增刊
[16] 索马里,ITPub 电子杂志(总第二期)PL/SQL Developer2000 的安装和构成P27-P47
[17] 张蒲生,Oracle9i 数据库应用技术,中国水利水电出版社,2004年9 月
[18] 赵松涛,Oracle 9i 中文版基础培训教程经济科学出版社
[19] (美)Christopher Allen 著,钟鸣,文卫东等译,Oracle PL/SQL程序设计基础教程,机械工业出版社2003 年,第2 版
[20] 盖国强,ITPub 电子杂志(总第五期),一次分析的全过程,P61-P75(优化)
[21] 冯春培、盖国强、冯大辉、叶梁主编,Oracle 数据库DBA 技术精粹,冶金工业出版社,2004 年1 月
[22] 吴国芳,Oracle 技术分析及应用,信息技术,2000 年,第1 期,P34-P35
[23] 张海藩,软件工程导论,清华大学出版社,1998 年,第3 版