To address the current situation where many small enterprises lack efficient management of customer data, this paper proposes a design and implementation plan of a customer relationship management (CRM) system based on email service. It aims to solve the problems of data dispersion, untimely update and information redundancy in customer management of small and medium-sized enterprises. The system includes four core functional modules: historical email analysis, lead pool management, customer management and email archiving. Through email mining and web crawler technology, the system can extract potential customer information from historical emails and enrich lead data; the lead pool management module supports lead information maintenance, status tracking and conversion of high-value leads; the customer management module realizes the maintenance and dynamic tracking of customer information; the email management module provides the archiving of emails and attachments and the structured storage of basic email information. The system provides automated and intelligent customer information management, improves the work efficiency of sales staff, and provides an efficient customer relationship management solution for enterprises.
References
[1]
Buttle, F. and Maklan, S. (2019) Customer Relationship Management: Concepts and Technologies. Routledge.
[2]
Raab, G., Ajami, R.A. and Goddard, G.J. (2016) Customer Relationship Management: A Global Perspective. Routledge.
[3]
Tang, G., Pei, J. and Luk, W. (2013) Email Mining: Tasks, Common Techniques, and Tools. Knowledge and Information Systems, 41, 1-31. https://doi.org/10.1007/s10115-013-0658-2
[4]
Boegershausen, J., Datta, H., Borah, A. and Stephen, A.T. (2022) Fields of Gold: Scraping Web Data for Marketing Insights. Journal of Marketing, 86, 1-20. https://doi.org/10.1177/00222429221100750
[5]
Guerola-Navarro, V., Gil-Gomez, H., Oltra-Badenes, R. and Sendra-García, J. (2021) Customer Relationship Management and Its Impact on Innovation: A Literature Review. Journal of Business Research, 129, 83-87. https://doi.org/10.1016/j.jbusres.2021.02.050
[6]
Borg, A., Boldt, M., Rosander, O. and Ahlstrand, J. (2020) E-mail Classification with Machine Learning and Word Embeddings for Improved Customer Support. Neural Computing and Applications, 33, 1881-1902. https://doi.org/10.1007/s00521-020-05058-4
[7]
Ohiomah, A., Andreev, P., Benyoucef, M. and Hood, D. (2019) The Role of Lead Management Systems in Inside Sales Performance. Journal of Business Research, 102, 163-177. https://doi.org/10.1016/j.jbusres.2019.05.018
[8]
Hongwei, H., Ping, Y. and Nan, Z. (2015) The Design and Implementation of Email Archiving System Based on J2ee. In: IFIP Advances in Information and Communication Technology, Springer, 160-166. https://doi.org/10.1007/978-3-319-19620-6_20
[9]
Bass, L., Clements, P. and Kazman, R. (2012) Software Architecture in Practice: Software Architect Practice. Addison-Wesley.
[10]
Burd, C. (2012) Oracle PL/SQL Programming: A Developer’s Workbook. O’Reilly Media.
[11]
Kreps, J., Narkhede, N. and Rao, J. (2015) A Distributed Messaging System for Log Processing. LinkedIn Corp.
[12]
Amazon Web Services (AWS) (2020) Amazon S3 Documentation. Amazon Web Services. https://docs.aws.amazon.com/s3/
[13]
Newman, S. (2021) Building Microservices. O’Reilly Media, Inc.
[14]
Schmidt, D.C., Stal, M., Rohnert, H. and Buschmann, F. (2013) Pattern-Oriented Software Architecture, Patterns for Concurrent and Networked Objects. Wiley.
[15]
Radford, S. (2015) Learning Web Development with Bootstrap and Angular, J.S. Packt Publishing.
