本文選題：CRM　切入點(diǎn)：Android　出處：《北京郵電大學(xué)》2013年碩士論文　論文類(lèi)型：學(xué)位論文

【摘要】：隨著社會(huì)信息化進(jìn)程的推進(jìn),信息在社會(huì)中的更新傳播速度也越來(lái)越快,客戶的需求也在時(shí)刻的變化。這也就使得傳統(tǒng)的客戶關(guān)系管理方式對(duì)信息的處理能力、響應(yīng)速度相對(duì)滯后,影響企業(yè)的發(fā)展。針對(duì)當(dāng)前客戶關(guān)系管理的不足,并結(jié)合移動(dòng)互聯(lián)網(wǎng)技術(shù),本文設(shè)計(jì)并實(shí)現(xiàn)了一款基于Android平臺(tái)的CRM (Customer Relationship Management,客戶關(guān)系管理)系統(tǒng)客戶端軟件,以滿足快速高效為企業(yè)客戶提供服務(wù)的需求。 本文首先針對(duì)某企業(yè)CRM系統(tǒng)客戶端進(jìn)行了需求分析,提出系統(tǒng)所支持的九項(xiàng)業(yè)務(wù)：客戶管理、聯(lián)系人管理、銷(xiāo)售機(jī)會(huì)管理、訂單管理、產(chǎn)品管理、線索管理、行動(dòng)管理、知識(shí)庫(kù)管理和日程管理等,‘并進(jìn)行了需求功能的分解。其次,本文采用了C/S模式和MVC相結(jié)合的模式,對(duì)CRM系統(tǒng)客戶端進(jìn)行了結(jié)構(gòu)設(shè)計(jì),將系統(tǒng)劃分為表示層、業(yè)務(wù)邏輯層、基礎(chǔ)服務(wù)層和數(shù)據(jù)層四層體系結(jié)構(gòu)；并進(jìn)行了功能模塊的劃分,研究了功能模塊的業(yè)務(wù)處理流程,并對(duì)其進(jìn)行了詳細(xì)設(shè)計(jì)與實(shí)現(xiàn)。最后,對(duì)CRM客戶端軟件進(jìn)行了功能測(cè)試,測(cè)試結(jié)果表明客戶端各個(gè)功能模塊運(yùn)行良好并且業(yè)務(wù)處理高效。 本文通過(guò)對(duì)當(dāng)前諸多企業(yè)移動(dòng)應(yīng)用的分析,對(duì)共有界面元素以及底層功能進(jìn)行開(kāi)發(fā)設(shè)計(jì),為其他功能提供了規(guī)范性的開(kāi)發(fā)模式,使應(yīng)用開(kāi)發(fā)周期大大減少,減輕了開(kāi)發(fā)工作量,同時(shí)也使軟件質(zhì)量得以保證,方便后期維護(hù)。 綜上所述,本文研究、設(shè)計(jì)并實(shí)現(xiàn)的CRM系統(tǒng)客戶端軟件,具有高效性、移動(dòng)性、便捷性等特點(diǎn),在有效解決當(dāng)前客戶關(guān)系管理缺陷的同時(shí),幫助用戶開(kāi)展各項(xiàng)業(yè)務(wù)活動(dòng),提高業(yè)務(wù)處理效率,保證企業(yè)經(jīng)營(yíng)管理的正常進(jìn)行。
[Abstract]:With the advancement of the social information process, the updating and dissemination of information in the society is becoming faster and faster, and the customer's needs are also changing at all times. This also makes the traditional way of customer relationship management (CRM) have the ability to deal with the information. The response speed is relatively slow, which affects the development of enterprises. Aiming at the deficiency of customer relationship management and combining with the technology of mobile Internet, this paper designs and implements a client software of CRM customer Relationship Management (CRM) system based on Android platform. To meet the rapid and efficient customer service requirements. This paper firstly analyzes the requirements of a certain enterprise CRM system client, and puts forward nine services supported by the system: customer management, contact management, sales opportunity management, order management, product management, clue management, action management. Knowledge base management and schedule management are decomposed into requirement functions. Secondly, this paper designs the structure of CRM client by combining C / S mode and MVC mode, and divides the system into presentation layer and business logic layer. The basic service layer and data layer four-tier architecture, and the division of functional modules, the study of the business process of the functional module, and the detailed design and implementation of it. Finally, the CRM client software is tested. The test results show that each function module of the client is running well and the business processing is efficient. Based on the analysis of many enterprise mobile applications, the common interface elements and underlying functions are developed and designed in this paper, which provides a normative development model for other functions and greatly reduces the application development cycle. Reduce the development workload, but also to ensure the quality of software, convenient for later maintenance. To sum up, this paper studies, designs and implements the CRM system client software, which has the characteristics of high efficiency, mobility, convenience and so on. It can effectively solve the defects of current customer relationship management and help users to carry out various business activities at the same time. Improve the efficiency of business processing to ensure the normal operation and management of enterprises.
【學(xué)位授予單位】：北京郵電大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類(lèi)號(hào)】：TP311.52

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本文編號(hào)：1647450