本文關(guān)鍵詞： 客戶關(guān)系管理 B/S架構(gòu) PHP　出處：《電子科技大學(xué)》2013年碩士論文　論文類型：學(xué)位論文

【摘要】：客戶關(guān)系管理是現(xiàn)代企業(yè)管理的重要部分，根據(jù)客戶關(guān)系管理理論，客戶關(guān)系管理的重心是滿足客戶的需求。采用PHP開發(fā)應(yīng)用系統(tǒng)的技術(shù)已經(jīng)很成熟，但服務(wù)于家電企業(yè)的CRM系統(tǒng)仍然存在著如何才能更準(zhǔn)確反應(yīng)客戶的滿意度和需要易于擴(kuò)展更加符合企業(yè)自身特點(diǎn)的系統(tǒng)功能的問(wèn)題。本文針對(duì)家電銷售企業(yè)的特點(diǎn)研究出一個(gè)適合該行業(yè)的客戶滿意度評(píng)價(jià)算法，并設(shè)計(jì)了適合的五層B/S架構(gòu)模型，基于該模型使用PHP技術(shù)實(shí)現(xiàn)了一個(gè)功能齊全對(duì)數(shù)據(jù)分析處理高效的CRM系統(tǒng)。 在課題調(diào)研階段，作者對(duì)企業(yè)客戶關(guān)系的基本情況作了充分的調(diào)查分析，對(duì)日常工作流程系統(tǒng)化圖表化，將各流程中的功能模塊化，深入同客戶交流溝通各部門在實(shí)際工作中遇到的技術(shù)性問(wèn)題以及了解客戶的各方面需求。通過(guò)對(duì)家電銷售企業(yè)的業(yè)務(wù)（如家電產(chǎn)品采購(gòu)、出入庫(kù)、制定營(yíng)銷計(jì)劃、客戶滿意度調(diào)查、客戶跟進(jìn)、家電銷售、售后服務(wù)與支持等）充分了解的基礎(chǔ)上，對(duì)CRM系統(tǒng)做了詳細(xì)的需求分析和設(shè)計(jì)。在開發(fā)階段，采用了五層B/S架構(gòu)部署，將web表現(xiàn)部分，業(yè)務(wù)邏輯部分，數(shù)據(jù)庫(kù)部分等區(qū)分開。選擇了PHPEclipse開發(fā)平臺(tái)，集成了Apache、Mysql，用PHP編程語(yǔ)言對(duì)CRM系統(tǒng)開發(fā)實(shí)現(xiàn)。為了提高運(yùn)行效率，系統(tǒng)中客戶滿意度評(píng)價(jià)算法部分采用c++編程實(shí)現(xiàn)，，然后PHP程序調(diào)用c++函數(shù)。最后，針對(duì)本系統(tǒng)的需求，設(shè)計(jì)了測(cè)試用例，對(duì)系統(tǒng)的登錄模塊、客戶管理、合同管理等功能模塊進(jìn)行了測(cè)試。開發(fā)的家電銷售CRM系統(tǒng)成功滿足了企業(yè)的業(yè)務(wù)需求，設(shè)計(jì)的客戶滿意度算法具有一定的參考使用價(jià)值，且其各功能模塊非常易于企業(yè)員工操作上手，達(dá)到了課題研究的目標(biāo)。
[Abstract]:Customer relationship management is an important part of modern enterprise management. According to the theory of customer relationship management, the focus of customer relationship management is to meet the needs of customers. However, there are still some problems in the CRM system, which can reflect the customer satisfaction more accurately and need to expand the system functions more in line with the enterprise's own characteristics. This paper aims at the household appliance sales enterprises. A customer satisfaction evaluation algorithm suitable for this industry is developed. A suitable five-tier B / S architecture model is designed. Based on this model, an efficient CRM system with complete functions for data analysis and processing is implemented by using PHP technology. In the stage of research, the author makes a full investigation and analysis of the basic situation of the enterprise customer relationship, systematizes and charts the daily work flow, and modulates the function of each process. Deeply communicate with customers in the actual work of the technical problems encountered by the departments and understand the customer's needs. Through the home appliance sales business (such as home appliances products procurement, out of stock. Develop the marketing plan, customer satisfaction survey, customer follow-up, home appliance sales, after-sales service and support) on the basis of a full understanding of the CRM system to do a detailed demand analysis and design. In the development phase. Using the five-tier B / S architecture deployment, the web presentation part, the business logic part, the database part and so on, the PHPEclipse development platform is selected, and the Apache is integrated. MySQL, using PHP programming language to develop and implement the CRM system. In order to improve the running efficiency, the evaluation algorithm of customer satisfaction in the system is implemented by c programming. Then the PHP program calls c function. Finally, according to the requirements of the system, design the test case, the login module of the system, customer management. Contract management and other functional modules have been tested. The developed CRM system successfully meets the business needs of enterprises. The designed algorithm of customer satisfaction has a certain reference value. And its function modules are very easy for enterprise employees to operate, to achieve the goal of the subject.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：TP311.52

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 烏躍良;;客戶關(guān)系管理在中國(guó)的發(fā)展現(xiàn)狀分析[J];東北財(cái)經(jīng)大學(xué)學(xué)報(bào);2006年06期

2 唐曉君,單寶衛(wèi),路瑩;客戶關(guān)系管理應(yīng)用系統(tǒng)的開發(fā)[J];大連輕工業(yè)學(xué)院學(xué)報(bào);2004年01期

3 齊佳音,韓新民,李懷祖;客戶關(guān)系管理的管理學(xué)探討[J];管理工程學(xué)報(bào);2002年03期

4 張玉林,仲偉俊,梅姝娥,劉靖;客戶檔案知識(shí)的挖掘方法研究[J];管理工程學(xué)報(bào);2002年03期

5 趙曉煜,馬雯迪,孫福權(quán);分析型CRM中客戶數(shù)據(jù)倉(cāng)庫(kù)的設(shè)計(jì)與應(yīng)用[J];信息技術(shù);2005年11期

6 張亞光,梁靜國(guó),許國(guó)利;中小企業(yè)實(shí)施CRM項(xiàng)目的技術(shù)經(jīng)濟(jì)分析[J];經(jīng)濟(jì)師;2005年02期

7 丁望;國(guó)外客戶關(guān)系管理理論研究綜述[J];經(jīng)濟(jì)縱橫;2005年08期

8 劉文華,段聯(lián)合;在實(shí)施CRM活動(dòng)過(guò)程中應(yīng)特別注意的三個(gè)問(wèn)題[J];荊門職業(yè)技術(shù)學(xué)院學(xué)報(bào);2005年01期

9 阮志敏,陳福集;電子商務(wù)環(huán)境下協(xié)作型CRM系統(tǒng)模型研究[J];計(jì)算機(jī)與數(shù)字工程;2005年11期

10 謝強(qiáng),周良,丁秋林;基于Web的產(chǎn)品售后服務(wù)研究[J];計(jì)算機(jī)應(yīng)用研究;2002年05期

本文編號(hào)：1478356