Research and Design of the Lightweight J2EE-based CRM System for an Enterprise

Abstract

This thesis studies the development of lightweight J2EE-based CRM(Customer Relationship Management) system. With reference to the function modules of the mainstream CRM system, through the analysis of customer needs, this thesis studies the implementation methods of CRM system of an enterprise on the J2EE platform, and completes the detailed design and programming of the CRM system. It focuses on the application project and values of the J2EE technologies (Three frames of Struts, Hibernate and Spring) in the CRM system. Keywords-Customer relationship management, J2EE, threetier structure I. RESEARCH BACKGROUND OF CRM As a part of the Internet strategy of the enterprise, CRM(Customer Relationship Management), ERP(Enterprise Resource Planning)and SCM (Supply Chain Management), etc. together constitute the core competitiveness of the enterprise in the network era. The emergence of CRM is closely related to the evolution process of marketing approaches, with the integration of information technologies and decision support techniques, emphasizing internal and external interaction between the business and customers. Each step of revolutionary evolution is a result of combined effects of contemporary information technology development and new marketing strategies. CRM is the result of the evolution of marketing methods. The emergence of this new business model brings the transition from traditional 4P (Product、Price、Place、 Promotion)to 4C(Customer 、 Cost 、 Convenience 、 Communication) in marketing modes. II. THE THREE-TIER STRUCTURE OF J2EE TECHNOLOGY J2EE is a system which makes use of Java2 platform to simplify the development, deployment and management of enterprise information system. The J2EE technology is based on the core Java platform, for developers, they only need to focus on the business logic and architectural design of various application systems, as for the cumbersome programming at the bottom, they can be collocated with different development platforms to make the development and deployment efficiency of application system significantly increase. The involved assemblies and API in the CRM system are Servlet, JSP, JDBC API and XML. The system is designed in strict accordance with MVC mode, and is layered according to J2EE, so the interlayer is strictly divided into business logic layer, DAO layer and data persistence layer, etc., as shown in Figure 1. The persistence layer is absolutely prohibited from getting access to the controller in MVC tier, even from participating in the realization of business logic. The presentation layer use the traditional JSP technology, but JSP script is prohibited in the pages in order to avoid making the JSP page get messy. JSP technology combines with the tag library of Struts, so that the presentation layer of the application is distinct with an excellent readability. III. CRM SYSTEM'S TECHNICAL ARCHITECTURE This system involves three frameworks: Struts, Spring and Hibernate, using JSP as the technology for presentation layer. The four techniques band organically together to build a robust J2EE application. Figure1 shows the framework of each layer and the cooperative work of JSP components. IV. OVERALL PROJECT DESIGN A. system function module The system has five major functions of customer resource management, marketing management, service management, knowledge management and system management. The system has 19 modules of potential customers, clients, contacts, customer feedback, products and services, client review, my product, my quotations, sales opportunities, business activities, my contract, my documents, user management, role management, departmental management, system management, my schedule, my projects and personal information. The division of the system background modules and the functions of each module are in Table 1. CRUD represents the database operation of creat data, retrieve data, update data and delete data. EXCEL derivation means to derive the list to the local computer in the form of Excel.