CN112905302A

CN112905302A - Customer relationship management CRM system and data processing method

Info

Publication number: CN112905302A
Application number: CN202110244533.4A
Authority: CN
Inventors: 徐磊; 朱林
Original assignee: HUADI COMPUTER GROUP CO Ltd
Current assignee: HUADI COMPUTER GROUP CO Ltd
Priority date: 2021-03-05
Filing date: 2021-03-05
Publication date: 2021-06-04

Abstract

The invention discloses a Customer Relationship Management (CRM) system and a data processing method, wherein the system comprises: the system application server is connected with the user terminal through the access switch and the firewall and used for receiving a data processing request sent by the user terminal and returning a processing result to the user terminal according to the data processing request; the database server is connected with the user terminal through the access switch and the firewall and used for storing data processed by the system application server and data interacted with the user terminal; and the user terminal is used for communicating with the system application server and the database server based on a virtual private line VPN mode and sending the data processing request. The CRM software provided by the invention is simple and quick to build, low in operation cost, strong in safety and confidentiality, takes the management of customer data as a core, establishes a system for collecting, managing, analyzing and utilizing customer information, and provides an interface which can be connected with other application systems of an enterprise.

Description

Customer relationship management CRM system and data processing method

Technical Field

The invention relates to the technical field of CRM systems, in particular to a CRM system for customer relationship management and data processing.

Background

Currently, there are two main CRM systems: one is a CRM enterprise management software system of traditional C/S (client/server) architecture; one is a CRM enterprise management software system of SaaS type B/S (browser/server) architecture. The first is software adopting a client-server structure in the early period, enterprises need to be equipped with IT equipment (establishing a server machine room center) and professional technicians to meet the requirement of information management, the cost is very high, the setting is complex, and salesmen users can use the software only through special training, but the safety and the confidentiality are good, and the usability is high; the second is that a browser-server structure is adopted, IT equipment and professional technicians are not required to be equipped, the requirement of information management can be met through a leasing server, the cost is low, the setting is complex, a user can use the system only through certain training, the safety and the confidentiality are poor, and the usability is poor.

Disclosure of Invention

The invention provides a Customer Relationship Management (CRM) system and a data processing method, which aim to solve the problem of how to realize a safe and low-cost CRM system.

In order to solve the above-mentioned problems, according to an aspect of the present invention, there is provided a customer relationship management, CRM, system comprising: the system comprises a system application server, a database server and a user terminal;

the system application server is connected with the user terminal through the access switch and the firewall and used for receiving a data processing request sent by the user terminal and returning a processing result to the user terminal according to the data processing request;

the database server is connected with the user terminal through an access switch and a firewall and is used for storing data processed by the system application server and data interacted with the user terminal;

and the user terminal is used for communicating with the system application server and the database server based on a virtual private line VPN mode and sending the data processing request.

Preferably, wherein the system further comprises:

the safety deployment unit is used for separately deploying the non-important data and the important data according to the data safety level; the method comprises the steps of deploying non-important data and application modules to a software as a service (SaaS) cloud, and deploying important data and core application modules to an infrastructure as a service (IaaS) cloud or a platform as a service (PaaS) cloud.

Preferably, the system is deployed based on Docker container technology to quickly build a capacity expansion system.

Preferably, wherein the system further comprises:

an encryption unit for determining whether to perform encryption processing and an encryption algorithm used when performing encryption processing, according to a security level of data, when performing data transmission and storage; wherein the encryption algorithm comprises: a symmetric encryption algorithm and an asymmetric encryption algorithm; the symmetric encryption algorithm comprises the following steps: DES, 3DES, AES and SM 1; the non-pair encryption algorithm comprises the following steps: RSA, ECC and SM 2.

Preferably, wherein the system further comprises:

the Socket interface unit is used for communicating with other application systems of the enterprise; among other applications, other applications include: ERP and/or OA.

According to another aspect of the present invention, there is provided a data processing method of a CRM system for managing based on customer relationship, the method comprising:

the user terminal communicates with a system application server and a database server based on a virtual private line VPN mode, and sends a data processing request;

the method comprises the steps that a system application server receives a data processing request sent by a user terminal and returns a processing result to the user terminal according to the data processing request;

and the database server stores the data processed by the system application server and the data interacted with the user terminal.

Preferably, wherein the method further comprises:

according to the data security level, deploying non-important data and important data separately; the method comprises the steps of deploying non-important data and application modules to a software as a service (SaaS) cloud, and deploying important data and core application modules to an infrastructure as a service (IaaS) cloud or a platform as a service (PaaS) cloud.

Preferably, the method is deployed based on a Docker container technology so as to quickly build a capacity expansion system.

Preferably, wherein the method further comprises:

when data transmission and storage are carried out, whether encryption processing is carried out or not and an encryption algorithm used when the encryption processing is carried out are determined according to the security level of the data; wherein the encryption algorithm comprises: a symmetric encryption algorithm and an asymmetric encryption algorithm; the symmetric encryption algorithm comprises the following steps: DES, 3DES, AES and SM 1; the non-pair encryption algorithm comprises the following steps: RSA, ECC and SM 2.

Preferably, wherein the method further comprises:

the communication is carried out with other application systems of the enterprise through a Socket interface unit; among other applications, other applications include: ERP and/or OA.

The invention provides a Customer Relationship Management (CRM) system and a data processing method, wherein the system can support various traditional IT, IaaS and PaaS deployment modes and has the characteristic of good universality; by adopting a Docker container technology, a Docker container technology and a related operation and maintenance script library, the system is convenient and easy to build, operate and maintain and expand, the usability is improved, and the cost is reduced; the access mode adopts a VPN mode, the encryption of data can adopt a commercial code SM2 algorithm, and the system has the characteristics of high safety, high expansibility and low cost; the system can process data efficiently and safely.

Drawings

A more complete understanding of exemplary embodiments of the present invention may be had by reference to the following drawings in which:

FIG. 1 is a schematic diagram of a customer relationship management CRM system 100 according to an embodiment of the invention;

FIG. 2 is a diagram of a system deployment architecture according to an embodiment of the present invention;

FIG. 3 is a diagram of yet another system deployment architecture, in accordance with an embodiment of the present invention;

FIG. 4 is a schematic diagram of VPN communications according to an embodiment of the present invention;

FIG. 5 is a diagram comparing a Docker container and a conventional virtualization approach according to an embodiment of the present invention;

FIG. 6 is a comparison of Docker container and virtual machine characteristics according to an embodiment of the invention;

FIG. 7 is a diagram of a TCP/IP protocol according to an embodiment of the present invention;

FIG. 8 is a flow diagram of a data processing method 800 according to an embodiment of the invention.

Detailed Description

The exemplary embodiments of the present invention will now be described with reference to the accompanying drawings, however, the present invention may be embodied in many different forms and is not limited to the embodiments described herein, which are provided for complete and complete disclosure of the present invention and to fully convey the scope of the present invention to those skilled in the art. The terminology used in the exemplary embodiments illustrated in the accompanying drawings is not intended to be limiting of the invention. In the drawings, the same units/elements are denoted by the same reference numerals.

Unless otherwise defined, terms (including technical and scientific terms) used herein have the same meaning as commonly understood by one of ordinary skill in the art to which this invention belongs. Further, it will be understood that terms, such as those defined in commonly used dictionaries, should be interpreted as having a meaning that is consistent with their meaning in the context of the relevant art and will not be interpreted in an idealized or overly formal sense.

The invention is positioned in the direction of a CRM (customer relationship) application system with strong safety and confidentiality, convenience and easy use and low operation cost, and provides a CRM software application scheme with simple and quick construction, low operation cost and strong safety and confidentiality for a large number of enterprises which want to conveniently and quickly use the CRM system on the Internet and hope to keep secret on important customer relationship data of the CRM system. The invention aims to realize the automation of activities such as marketing, sales, service and the like by taking the management of customer data as the core and utilizing the information science technology on the premise of safety, easy use and low cost, establishes a system for collecting, managing, analyzing and utilizing the customer information, and provides an interface which can be connected with other application systems ERP, OA and the like of an enterprise.

Fig. 1 is a schematic structural diagram of a customer relationship management CRM system 100 according to an embodiment of the present invention. As shown in fig. 1, the customer relationship management CRM system provided by the embodiment of the present invention can support multiple traditional IT, IaaS, and PaaS deployment modes, and has a good universality; by adopting a Docker container technology, a Docker container technology and a related operation and maintenance script library, the system is convenient and easy to build, operate and maintain and expand, the usability is improved, and the cost is reduced; the access mode adopts a VPN mode, the encryption of data can adopt a commercial SM2 algorithm, and the system has the characteristics of high safety, high expansibility and low cost. The customer relationship management CRM system 100 provided by the embodiment of the invention comprises: a system application server 101, a database server 102 and a user terminal 103.

Preferably, the system application server 101 is connected to the user terminal through the access switch and the firewall, and is configured to receive a data processing request sent by the user terminal, and return a processing result to the user terminal according to the data processing request.

Preferably, the database server 102 is connected to the user terminal through an access switch and a firewall, and is configured to store data processed by the system application server and data interacted with the user terminal.

Preferably, the user terminal 103 is configured to communicate with the system application server and the database server based on a virtual private line VPN manner, and send the data processing request.

Preferably, wherein the system further comprises:

The CRM application system has the same functions as most CRM systems on the market, but integrates a business password SM2 algorithm, and a deployment script library is added to realize the building, the expansion and the maintenance of the container. The Java language J2EE technology is adopted for development, and as research and development are carried out under the aviation AOS + framework, the application system can run on most Windows software and hardware systems and Linux software and hardware systems, and a user can adopt a plurality of types of open source software to reduce the implementation cost; the enterprise information management system with low cost, high security and confidentiality and high availability can be established by adopting a private server, commercial password authentication for user authentication and a Virtual Private Network (VPN) for information transmission. The product adopts advanced system architecture design, has clear module layers, loose coupling between modules, good openness and expandability and provides and supports customization based on service scenes.

FIG. 2 is a diagram of a system deployment architecture according to an embodiment of the present invention. As shown in fig. 2, the application service domain is composed of two parts, namely a system application server and a database server, wherein the servers are connected with the user terminal through an access switch and a firewall. The switch is connected to the public network through a router and a firewall, and the remote user can use the mobile APP and the portable computer to connect to the server through the VPN. If the security is improved, the security can be enhanced by using measures such as commercial password encryption and the like on an important data application system.

FIG. 3 is a diagram of yet another system deployment architecture, in accordance with an embodiment of the present invention. As shown in fig. 3, an enterprise may deploy non-essential data and application systems to the SaaS cloud, and deploy an essential data core service application system to the IaaS or PaaS cloud. If the security and confidentiality are to be improved, the business password encryption transmission can be used on an important data application system, and the access mode is changed into a VPN mode.

The key for realizing high security, high availability and low operation cost of the system platform is the deployment scheme of the system, the access mode of the system, the data encryption mode and the safe transmission of data.

According to the deployment scheme of the system, traditional IT (self-built machine room), IaaS and PaaS can be selected according to enterprise requirements, and a Docker container technology is adopted for facilitating deployment; the access mode of the system can adopt a VPN mode; the data encryption adopts a commercial code SM2 algorithm for encryption; the data transmission mode adopts a Socket mode.

The differences of traditional IT (self-building machine room), IaaS, PaaS and SaaS are as follows:

in the conventional IT (self-built machine room), if one set of application system is used, the required hardware is needed to be purchased, the machine room is built, the network is built, and the application system is installed and deployed.

Infrastructure-as-a-Service (Infrastructure as a Service) is a server, storage and network hardware provided by an IaaS company, and an operating system, a deployment application system and a database system are installed on the IaaS, so that the hardware cost and the office space are greatly saved.

PaaS: Platform-as-a-Service (Platform as a Service) is a solution that PaaS provides various development and distribution applications in addition to hardware devices.

SaaS: Software-as-a-Service (Software as a Service) is that a SaaS company directly provides cloud Service for a user, the user can get on the Internet, although the hardware cost, the Software cost and the maintenance cost are saved, the control right of the user to the data is very low, backup and recovery are inconvenient, and once a data center loses data due to factors such as natural disasters, human factors or legal regulations, the user can cause fatal damage to enterprises.

The differences among traditional IT (self-building machine room), IaaS, PaaS and SaaS are in different service degrees. Traditional IT (self-building machine room), IaaS and PaaS also have more selectable spaces in the aspects of data security, data backup and the like. SaaS also has data security service and data backup capability, but enterprises have poor control over the SaaS and cannot be in a leading position. The 6 dimensions from user, compatibility, security, customization, cost, operation and maintenance are compared as follows:

most SaaS users are small and micro enterprises and personal users, more and more enterprises select key special service application systems to adopt traditional IT, IaaS and PaaS modes, and less important and universal application systems adopt SaaS, namely a mixed mode.

For compatibility, although SaaS provides a wide range of application functions, it can also be somewhat customized, but if a user has his special needs, the system cannot be customized at a great price or if you change to fit the existing system. And the mixed mode can be customized to meet the requirements of the enterprise.

The safety SaaS is protected by professional technical personnel and professional protective measures, the safety degree is high, but the safety SaaS is public, so that the safety SaaS can be accessed by all people and is easy to attack, the internal operation and maintenance personnel are not protected, the 'library deletion and running' event is easy to occur, and enterprises lose key data to cause great loss. The traditional IT is also professional technical personnel for operation and maintenance, so that the safety degree is high, and meanwhile, due to the fact that data are mastered by the user, the disaster recovery is good, and the availability is high, such as banks and large-scale government enterprises. And a mixed mode is adopted, so that the security is the worst, and the zero-day attack is often caused because patching and bug repairing are not timely performed, so that an application system with high security and confidentiality is preferably adopted by adopting the mixed mode.

The SaaS customization is the worst, and the customization cost is the highest; other modes, whether traditional IT or hybrid, are very convenient for flexible customization and integration with existing systems.

The cost SaaS is lowest at the initial stage and can be supplied monthly, and the cost rises rapidly along with the increase of the business volume at the later stage. The cost is increased from SaaS, PaaS, IaaS and the traditional IT in the initial stage, and the cost increase range is reduced in the later stage along with the increase of the business volume.

The SaaS user can not operate and maintain independently, and needs a SaaS service provider to operate and maintain uniformly. Other modes can be operated and maintained independently, and a third party can be entrusted to operate and maintain.

The VPN is called "Virtual Private Network" in english, i.e. a Virtual Private Network. It can be understood as a virtual private line inside an enterprise. As shown in fig. 4, it may establish a private communication line between two or more intranets located at different places connected to the Internet through a special encrypted communication protocol.

The virtual private network functions are: and establishing a private network on the public network for encrypted communication. The method has wide application in enterprise networks. The VPN network is closed and remote access is achieved by encrypting the data packets and converting the destination addresses of the data packets. VPNs have a variety of classification schemes, mainly by protocol. A VPN may be implemented in a number of ways, including server, hardware, software, etc. The VPN has the characteristics of low cost and easy use.

Docker is an open source application container engine, so that developers can pack their applications and dependency packages into a portable image, and then distribute the image to any popular Linux or Windows machine, and also realize virtualization. The containers are fully sandboxed without any interface between each other. As shown in fig. 5, the difference between Docker and conventional virtualization is compared. In the traditional virtual machine technology, after a set of hardware is virtualized, a complete operating system is operated on the hardware, and a required application process is operated on the system; the application process in the container directly runs in the kernel of the host, and the container does not have the kernel of the container and does not perform hardware virtualization. The container is therefore lighter than a conventional virtual machine. Thus, the present invention is deployed based on a Docker container. .

Docker has numerous advantages over traditional virtualization approaches, including:

(1) more efficient use of system resources

The container does not need extra expenses such as hardware virtualization and complete operating system running, and the utilization rate of system resources by the Docker is higher. The method is more efficient than the traditional virtual machine technology in terms of application execution speed, memory loss or file storage speed. Therefore, a host with the same configuration can often run a larger number of applications than virtual machine technology.

(2) Faster start-up time

The traditional virtual machine technology usually needs several minutes to start application service, and the Docker container application directly runs in a host kernel without starting a complete operating system, so that the starting time of a second level or even a millisecond level can be achieved. The development, test and deployment time is greatly saved.

(3) Consistent operating environment

One common problem in the development process is the environmental consistency problem. Due to the inconsistency of the development environment, the test environment and the production environment, some bugs are not discovered in the development process. And the mirror image of Docker provides a complete runtime environment except the kernel, and ensures the consistency of the application runtime environment.

(4) Continuous delivery and deployment

It is most desirable for development and operation and maintenance (DevOps) personnel to create or configure once and operate normally anywhere.

Continuous integration, continuous delivery, deployment can be achieved by customizing application images using Docker. Developers can construct images through Dockerfile and perform Integration test by combining with a Continuous Integration system, and operation and maintenance personnel can directly and rapidly deploy the images in a production environment, even automatically deploy by combining with a Continuous Deployment system.

And moreover, the Dockerfile is used for enabling the mirror image construction to be transparent, so that not only can a development team understand the application running environment, but also the operation and maintenance team can conveniently understand the conditions required by the application running, and the mirror image can be deployed in a better production environment.

(5) Easier migration

Since Docker ensures consistency of execution environments, migration of applications is easier. Docker can run on many platforms, whether physical machines, virtual machines, public clouds, private clouds, or even notebooks, with consistent results. Therefore, a user can easily migrate an application running on one platform to another platform without worrying about the situation that the application cannot run normally due to the change of the running environment.

(6) Easier maintenance and expansion

The technology of layered storage and mirroring used by Docker makes the reuse of the application repeated part easier, makes the maintenance and updating of the application simpler, and makes it very simple to further extend mirroring based on the basic mirroring. In addition, the Docker team and each open source project team maintain a large amount of high-quality official mirror images, so that the Docker team can be directly used in a production environment and can be further customized as a basis, and the mirror image manufacturing cost of application services is greatly reduced.

(7) The characteristic pairs are shown in fig. 6.

Preferably, wherein the system further comprises:

In the present invention, a commercial cipher is used for encryption. Cryptography currently mainly consists of symmetric encryption algorithms: common include DES, 3DES, AES, SM1, etc. Non-pair encryption algorithm: common include RSA, ECC, SM2, etc. The symmetric encryption algorithm has only one private key. Asymmetric encryption has a pair of keys, which are divided into a public key and a private key.

The SM2 algorithm is an ECC elliptic curve cryptography mechanism, but is different from international standards such as ECDSA, ECDH and the like in signature and key exchange, and adopts a more secure mechanism. The SM2 digital signature algorithm, the key exchange protocol, and the public key encryption algorithm all use the SM3 cryptographic hash algorithm and random number generator approved by the national crypto authority. The digital signature algorithm, the key exchange protocol and the public key encryption algorithm select a finite field and an elliptic curve according to the general rule and generate a key pair. SM2 has higher security performance and faster encryption speed. At present, the mainstream RSA algorithm is designed based on the large Integer Factorization (IFP) mathematical problem, the mathematical principle is relatively simple, and the unit safety intensity is relatively low. SM2 is based on ECC and has a relatively high unit security strength. The 256-bit key length is commonly adopted by the ECC-based SM2 certificate, and the encryption strength is equal to that of a 3072-bit RSA certificate, which is higher than that of a 2048-bit RSA certificate commonly adopted in the industry. Longer keys mean that more data must be sent back and forth to authenticate the connection, resulting in greater performance loss and time delay. The SM2 algorithm can establish HTTPS connections with smaller keys and less data transfer, increasing connection speed while ensuring the same security strength. The SM2 uses shorter key length and faster connection speed under the same encryption strength. Therefore, SM2 may be used for encryption.

The invention adopts a Socket mode to carry out data transmission, and the Socket is the simplest interactive mode and is a typical C/S interactive mode. A client and a server. The server provides services, and service access is carried out through the ip address and the port. And the client performs message interaction through a port designated by the connection server. Wherein the transport protocol may be tcp/UDP protocol. The server and the server have agreed upon the format of the request message and the format of the response message, as shown in fig. 7. The advantages of this approach are: the method is easy to program, and at present, java provides various frameworks to shield the bottom communication details and the data transmission conversion details. ② the authority is easy to control. And the transmitted data is encrypted through a transmission layer protocol https, so that the security is improved. The universality is stronger, and no matter the client is a net architecture, java and python are all available. And in particular the webservice specification, makes services generic.

FIG. 8 is a flow chart of a data processing method 800 for managing a CRM system based on customer relationship according to an embodiment of the invention. As shown in fig. 8, a data processing method 800 for managing a CRM system based on customer relationship according to an embodiment of the present invention starts with step 801, and in step 801, a user terminal communicates with a system application server and a database server based on a virtual private VPN (VPN) method to send a data processing request.

In step 802, the system application server receives a data processing request sent by a user terminal, and returns a processing result to the user terminal according to the data processing request.

In step 803, the database server stores the data processed by the system application server and the data interacted with the user terminal.

Preferably, wherein the method further comprises:

The data processing method 800 of the CRM system based on customer relationship management according to the embodiment of the present invention corresponds to the CRM system 100 based on customer relationship management according to another embodiment of the present invention, and is not described herein again.

The invention has been described with reference to a few embodiments. However, other embodiments of the invention than the one disclosed above are equally possible within the scope of the invention, as would be apparent to a person skilled in the art from the appended patent claims.

Generally, all terms used in the claims are to be interpreted according to their ordinary meaning in the technical field, unless explicitly defined otherwise herein. All references to "a/an/the [ device, component, etc ]" are to be interpreted openly as referring to at least one instance of said device, component, etc., unless explicitly stated otherwise. The steps of any method disclosed herein do not have to be performed in the exact order disclosed, unless explicitly stated.

As will be appreciated by one skilled in the art, embodiments of the present application may be provided as a method, system, or computer program product. Accordingly, the present application may take the form of an entirely hardware embodiment, an entirely software embodiment or an embodiment combining software and hardware aspects. Furthermore, the present application may take the form of a computer program product embodied on one or more computer-usable storage media (including, but not limited to, disk storage, CD-ROM, optical storage, and the like) having computer-usable program code embodied therein.

The present application is described with reference to flowchart illustrations and/or block diagrams of methods, apparatus (systems), and computer program products according to embodiments of the application. It will be understood that each flow and/or block of the flow diagrams and/or block diagrams, and combinations of flows and/or blocks in the flow diagrams and/or block diagrams, can be implemented by computer program instructions. These computer program instructions may be provided to a processor of a general purpose computer, special purpose computer, embedded processor, or other programmable data processing apparatus to produce a machine, such that the instructions, which execute via the processor of the computer or other programmable data processing apparatus, create means for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be stored in a computer-readable memory that can direct a computer or other programmable data processing apparatus to function in a particular manner, such that the instructions stored in the computer-readable memory produce an article of manufacture including instruction means which implement the function specified in the flowchart flow or flows and/or block diagram block or blocks.

These computer program instructions may also be loaded onto a computer or other programmable data processing apparatus to cause a series of operational steps to be performed on the computer or other programmable apparatus to produce a computer implemented process such that the instructions which execute on the computer or other programmable apparatus provide steps for implementing the functions specified in the flowchart flow or flows and/or block diagram block or blocks.

Finally, it should be noted that: the above embodiments are only for illustrating the technical solutions of the present invention and not for limiting the same, and although the present invention is described in detail with reference to the above embodiments, those of ordinary skill in the art should understand that: modifications and equivalents may be made to the embodiments of the invention without departing from the spirit and scope of the invention, which is to be covered by the claims.

Claims

1. A customer relationship management, CRM, system, said system comprising: the system comprises a system application server, a database server and a user terminal;

2. The system of claim 1, further comprising:

3. The system of claim 2, wherein the system is deployed based on Docker vessel technology to quickly build a capacity expansion system.

4. The system of claim 1, further comprising:

5. The system of claim 1, further comprising:

6. A data processing method for managing a CRM system based on customer relationship, the method comprising:

7. The method of claim 6, further comprising:

8. The method of claim 7, wherein the method is deployed based on Docker container technology to quickly build a capacity expansion system.

9. The method of claim 6, further comprising:

10. The method of claim 6, further comprising: