【摘要】：世界經(jīng)濟正向著全球一體化的大方向迅速發(fā)展,市場競爭也變得日趨激烈。企業(yè)之間的競爭也從過去的產(chǎn)品競爭轉(zhuǎn)變?yōu)榭蛻絷P(guān)系競爭,為了獲得更廣闊的市場前景、占據(jù)更大的市場份額,企業(yè)把考慮的核心問題放到了如何贏取客戶、獲得客戶信賴上。如何有效管理客戶信息這一企業(yè)重要資源成為企業(yè)迫切需要解決的問題,客戶關(guān)系管理CRM正是在此背景下應(yīng)運而生。 本文是針對濟南方誠花崗巖石公司銷售市場規(guī)模逐漸擴大、而且尚無客戶管理系統(tǒng)的現(xiàn)狀,設(shè)計并實現(xiàn)中小企業(yè)客戶關(guān)系管理系統(tǒng)。旨在設(shè)計并實現(xiàn)一個操作簡便、功能實用的客戶關(guān)系管理系統(tǒng),為公司的市場部廣大職工服務(wù)。 論文經(jīng)過系統(tǒng)分析,再針對不同角色用戶的具體需求,提出客戶關(guān)系管理系統(tǒng)的具體實現(xiàn)方案。方案采用數(shù)據(jù)訪問和應(yīng)用分離的三層框架架構(gòu),在Visual Studio2008開發(fā)平臺上利用ASP.NET技術(shù)結(jié)合SQL Server2005數(shù)據(jù)庫實現(xiàn)基于B/S模式的中小企業(yè)客戶關(guān)系管理系統(tǒng)。 系統(tǒng)實現(xiàn)了客戶管理、銷售管理、客戶服務(wù)管理、倉庫管理、決策支持管理等六大功能應(yīng)用。其中,客戶管理是核心功能模塊,它負責(zé)記錄公司所有客戶的詳細資料,包括與客戶相關(guān)的基本信息、聯(lián)系人信息、合同信息,系統(tǒng)用戶可以在該模塊實現(xiàn)客戶資料添加、刪除、更新等的綜合管理,實現(xiàn)了公司客戶信息管理的系統(tǒng)化。銷售管理包含銷售機會管理和客戶開發(fā)計劃管理兩個模塊,業(yè)務(wù)員通過銷售機會管理可以對銷售過程中發(fā)現(xiàn)的潛在機會進行記錄、修改等操作,通過客戶開發(fā)計劃可以詳細制定下一步對新、老客戶的開發(fā)目標(biāo)等,以此來提高公司銷售效率。通過對決策支持功能的研發(fā),為公司領(lǐng)導(dǎo)制定決策提供了有價值的數(shù)據(jù)參考。最后,對系統(tǒng)進行了總結(jié)分析,對未來的應(yīng)用提出了展望。 論文研究的方案將軟件工程的思想應(yīng)用到客戶關(guān)系管理系統(tǒng)的開發(fā)中,從可行性分析、需求分析、系統(tǒng)框架、詳細設(shè)計、編碼實現(xiàn)等方面詳細論述了系統(tǒng)的開發(fā)流程。本系統(tǒng)具有操作簡單,界面友好,維護方便等特點。目前,該中小企業(yè)客戶關(guān)系管理系統(tǒng)已在濟南方誠花崗巖石公司正式上線運行,運行狀態(tài)穩(wěn)定。
[Abstract]:The world economy is developing rapidly in the direction of global integration, and the market competition is becoming increasingly fierce. The competition among enterprises has also changed from the past product competition to the customer relationship competition. In order to obtain a broader market prospect and occupy a larger market share, enterprises put the core question of how to win customers and gain customer trust. How to effectively manage customer information, an important resource of enterprise, has become an urgent problem that enterprises need to solve. Customer relationship management (CRM) emerges as the times require under this background. In view of the fact that the sales market scale of Fangcheng Granite Rock Company in Jinan is gradually expanding, and there is no customer management system, this paper designs and implements the customer relationship Management system for small and medium-sized enterprises. To design and implement a simple, functional customer relationship management system for the company's marketing staff. After systematic analysis, according to the specific needs of different role users, the paper puts forward a specific implementation scheme of customer relationship management system. The scheme adopts a three-tier framework of data access and application separation, using ASP.NET technology and SQL Server2005 database on Visual Studio2008 development platform to realize the customer relationship management system of small and medium-sized enterprises based on B / S mode. The system realizes six functions such as customer management, sales management, customer service management, warehouse management and decision support management. Among them, customer management is the core function module, it is responsible for recording all customer details, including the basic information related to customers, contact information, contract information, system users can achieve customer data in this module, Delete, update and other comprehensive management, achieve the company's customer information management systematization. Sales management includes two modules: sales opportunity management and customer development plan management. Through sales opportunity management, salespeople can record and modify potential opportunities found in the sales process. Through the customer development plan, we can define the next development target for new and old customers, so as to improve the company's sales efficiency. Through the research and development of decision support function, it provides valuable data reference for company leaders to make decisions. Finally, the system is summarized and analyzed, and the future application is prospected. In this paper, the idea of software engineering is applied to the development of customer relationship management system. The development process of the system is discussed in detail from the aspects of feasibility analysis, requirement analysis, system framework, detailed design, coding implementation and so on. The system has the characteristics of simple operation, friendly interface and convenient maintenance. At present, the small and medium-sized enterprise customer relationship management system has been officially running in Jinan Fangcheng Granite Rock Company.
【學(xué)位授予單位】：中國海洋大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2013
【分類號】：TP311.52

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本文編號：2259807