【摘要】：客戶關(guān)系管理(CRM)是一種“以客戶為核心”的商務(wù)模式，作為一種解決方案，集合了數(shù)據(jù)倉(cāng)庫(kù)、專(zhuān)家系統(tǒng)、CIT、云計(jì)算、移動(dòng)技術(shù)等幾乎所有目前最新的信息技術(shù)，對(duì)CRM的研究，將會(huì)沖擊企業(yè)原有的營(yíng)銷(xiāo)、銷(xiāo)售、服務(wù)等管理理念。如何及時(shí)恰當(dāng)?shù)囊胄畔⒐芾硐到y(tǒng)，而不是流于形式，是企業(yè)面臨的困局。從該點(diǎn)出發(fā)，構(gòu)建基于B/S構(gòu)架的客戶關(guān)系管理系統(tǒng)，擯棄原有的客戶管理模式，解決客戶數(shù)據(jù)的不完整性和不一致性，提升數(shù)據(jù)的有效性，最終深層次的挖掘客戶資源，維護(hù)老客戶，發(fā)現(xiàn)潛在客戶，從而增強(qiáng)企業(yè)核心競(jìng)爭(zhēng)力。 本系統(tǒng)的設(shè)計(jì)，以最新的客戶關(guān)系管理理論為出發(fā)點(diǎn)，，針對(duì)鞋材企業(yè)的客戶關(guān)系管理。技術(shù)實(shí)現(xiàn)以微軟的.net技術(shù)為框架，集成化開(kāi)發(fā)工具選用Visual Studio2010，數(shù)據(jù)庫(kù)選用微軟SQL Server2000，應(yīng)用服務(wù)器為IIS6.0，整體采用B/S構(gòu)架。出于對(duì)客戶隱私以及安全性的考慮，對(duì)WEB系統(tǒng)常見(jiàn)的SQL注入攻擊加以預(yù)防，敏感信息采用了MD5技術(shù)加密存儲(chǔ)。順應(yīng)今后發(fā)展需要，在軟件設(shè)計(jì)過(guò)程中，充分考慮了移動(dòng)應(yīng)用的實(shí)現(xiàn)。 在設(shè)計(jì)過(guò)程中，靈活運(yùn)用軟件工程的思想方法以及UML建模技術(shù)，總體設(shè)計(jì)階段，在需求分析的基礎(chǔ)上，給出系統(tǒng)用例圖，定義系統(tǒng)的功能需求，進(jìn)行功能模塊的劃分，將整個(gè)系統(tǒng)劃分為五塊，分別是基礎(chǔ)數(shù)據(jù)管理、客戶關(guān)系管理、客戶關(guān)懷管理、系統(tǒng)設(shè)置管理與數(shù)據(jù)庫(kù)；詳細(xì)設(shè)計(jì)階段包括數(shù)據(jù)庫(kù)設(shè)計(jì)、流程設(shè)計(jì)和界面設(shè)計(jì)。實(shí)現(xiàn)了為客戶分配，客戶聯(lián)系、客戶拜訪的全流程的管理，并提示業(yè)務(wù)員及時(shí)進(jìn)行客戶關(guān)懷，對(duì)客戶關(guān)懷的結(jié)果予以反饋，實(shí)現(xiàn)數(shù)據(jù)的備份以及恢復(fù)。 在引入客戶關(guān)系管理系統(tǒng)后，客戶管理工作的有效性和針對(duì)性得到全面提升，客戶關(guān)懷措施準(zhǔn)確到位，老客戶忠誠(chéng)度提高，新客戶得以挖掘。系統(tǒng)運(yùn)行穩(wěn)定、安全、可靠。
[Abstract]:Customer relationship Management (CRM) is a "customer-centered" business model. As a solution, it integrates data warehouse, expert system, CIT, cloud computing, mobile technology and so on. Will impact the original marketing, sales, service and other management concepts. How to introduce information management system in time instead of mere formality is the difficulty that enterprises face. From this point of view, a customer relationship management system based on B / S structure is constructed, which abandons the original customer management mode, solves the incompleteness and inconsistency of customer data, promotes the validity of data, and finally excavates customer resources deeply. Maintain old customers, identify potential customers, thereby enhancing the core competitiveness of the enterprise. The system design, based on the latest customer relationship management theory, aimed at shoe enterprise customer relationship management. The technology implementation is based on Microsoft. Net technology, and the integrated development tools are Visual Studio2010, database, Microsoft SQL Server2000, application server, IIS6.0, and B / S architecture. For the sake of customer privacy and security, the common SQL injection attack in WEB system is prevented, and the sensitive information is encrypted and stored by MD5 technology. In the process of software design, the realization of mobile application is fully considered. In the design process, flexible use of software engineering ideas and UML modeling technology, the overall design phase, on the basis of requirements analysis, gives the system use case diagram, defines the functional requirements of the system, and divides the functional modules. The whole system is divided into five parts, namely, basic data management, customer relationship management, customer care management, system setting management and database; the detailed design stage includes database design, process design and interface design. It realizes the management of the whole process of customer distribution, customer contact and customer visit, and prompts the salesman to take customer care in time, feedback the result of customer care, and realize the backup and recovery of data. After the introduction of customer relationship management system, the effectiveness and pertinence of customer management work has been comprehensively enhanced, customer care measures are in place accurately, the loyalty of old customers is improved, and new customers can be excavated. The system is stable, safe and reliable.
【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(lèi)號(hào)】：TP311.52

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