本文選題：客戶關(guān)系管理 + 銀行業(yè)務(wù)軟件��； 參考：《電子科技大學(xué)》2013年碩士論文

【摘要】：銀行客戶關(guān)系管理（Customer Relationship Management, CRM）是為了解決深入認(rèn)知客戶、深入挖掘客戶、防止客戶流失等問題的管理體系，并利用信息技術(shù)加以實(shí)現(xiàn)。常見的以賬戶為中心的CRM系統(tǒng)，不利于實(shí)現(xiàn)以客戶為中心的先進(jìn)客戶關(guān)系管理理念，不能將客戶的業(yè)務(wù)信息及銀行業(yè)務(wù)信息，統(tǒng)一以客戶ID為中心進(jìn)行組織。為了解決這個(gè)問題，論文依據(jù)先進(jìn)的客戶關(guān)系管理理念和面向?qū)ο蟮能浖_發(fā)技術(shù)，給出了以客戶為中心的銀行CRM系統(tǒng)設(shè)計(jì)和實(shí)現(xiàn)，，并通過實(shí)際的運(yùn)行和測(cè)試，證明系統(tǒng)的有效性和先進(jìn)性。 首先，論文從管理、技術(shù)、實(shí)施等三個(gè)角度介紹了國(guó)內(nèi)外關(guān)于CRM的研究現(xiàn)狀，指出銀行CRM系統(tǒng)可以幫助銀行進(jìn)行精細(xì)化管理，充分的挖掘客戶潛力和分析產(chǎn)品目標(biāo)客戶，具有重要的應(yīng)用價(jià)值。通過調(diào)研和分析銀行CRM的需求，文章給出了以客戶為中心的操作型CRM需求分析和客戶服務(wù)流程設(shè)計(jì)，應(yīng)用泳道圖描述了客戶資料導(dǎo)入、業(yè)務(wù)售前、業(yè)務(wù)售中、業(yè)務(wù)售后等各階段中客戶資料管理和業(yè)務(wù)流轉(zhuǎn)的需求。 其次，依據(jù)中國(guó)銀行浙江省分行CRM系統(tǒng)的實(shí)際需求，給出了概要設(shè)計(jì)和詳細(xì)設(shè)計(jì)的內(nèi)容，構(gòu)建系統(tǒng)的整體框架，包括表現(xiàn)層、邏輯層、數(shù)據(jù)層。數(shù)據(jù)層包括關(guān)系數(shù)據(jù)庫(kù)和文檔數(shù)據(jù)庫(kù)以及基于XML擴(kuò)展的數(shù)據(jù)接口。邏輯層包括客戶資源管理、客戶發(fā)展管理、客戶服務(wù)管理、客戶分析管理等模塊。通過類對(duì)象的分析，描述了系統(tǒng)內(nèi)模塊之間的耦合關(guān)系。采用軟件工程的規(guī)范設(shè)計(jì)，基于軟件開發(fā)生命周期法和快速原型Power designer開發(fā)工具，給出了系統(tǒng)中每個(gè)功能模塊時(shí)序圖的設(shè)計(jì)方案，并給出了系統(tǒng)數(shù)據(jù)庫(kù)表的設(shè)計(jì)依據(jù)和內(nèi)容。 然后，系統(tǒng)實(shí)現(xiàn)時(shí)，采用B/S三層體系結(jié)構(gòu)模式進(jìn)行開發(fā)，應(yīng)用SQL2000作為數(shù)據(jù)庫(kù)服務(wù)器和VS.NET開發(fā)平臺(tái)，應(yīng)用ADO.NET技術(shù)實(shí)現(xiàn)高效的數(shù)據(jù)庫(kù)通訊。按照銀行實(shí)際工作需求，完成了CRM系統(tǒng)的軟件開發(fā)。 最后，介紹了測(cè)試方法，并設(shè)計(jì)了系統(tǒng)的測(cè)試方案。通過試運(yùn)行中的測(cè)試用例，對(duì)測(cè)試結(jié)論進(jìn)行了分析和總結(jié)。指出了數(shù)據(jù)挖掘、權(quán)限管理、系統(tǒng)可擴(kuò)展性功能等內(nèi)容是未來的研究方向。
[Abstract]:Bank customer relationship Management (CRM) is a management system to solve the problems of deeply recognizing customers, mining customers and preventing customer loss, which is realized by using information technology. The common account centric CRM system is not conducive to the realization of the advanced customer relationship management concept, and can not unify the customer ID as the center of the organization of customer business information and bank business information. In order to solve this problem, according to the advanced concept of customer relationship management and object-oriented software development technology, this paper gives the design and implementation of the CRM system of the bank with customer as the center, and through the actual operation and test. To prove the effectiveness and progressiveness of the system. First of all, the paper introduces the research status of CRM at home and abroad from three angles of management, technology and implementation, and points out that bank CRM system can help banks to manage meticulously, fully tap customer potential and analyze product target customers. It has important application value. Based on the investigation and analysis of bank CRM requirements, this paper presents the customer centered operational CRM requirement analysis and customer service flow design, and describes the introduction of customer data, the pre-sale of business, the sale of business, and the application of swimlane diagram. After-sales and other stages of customer data management and business flow requirements. Secondly, according to the actual demand of CRM system of Bank of China Zhejiang Branch, the paper gives the content of outline design and detailed design, and constructs the whole frame of the system, including presentation layer, logic layer and data layer. The data layer includes relational database and document database as well as data interface based on XML extension. Logic layer includes customer resource management, customer development management, customer service management, customer analysis management and so on. Through the analysis of class object, the coupling relationship between modules in the system is described. Based on the software development lifecycle method and the rapid prototyping power designer development tool, the design scheme of each function module timing diagram in the system is presented, and the design basis and content of the system database table are given. Then, the system is implemented by using B / S three-tier architecture model, SQL2000 as the database server and VS.NET development platform, and ADO.NET technology to achieve efficient database communication. According to the actual working requirements of the bank, the software development of CRM system has been completed. Finally, the test method is introduced, and the test scheme of the system is designed. The test results are analyzed and summarized by test cases.
【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

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