【摘要】：現(xiàn)代企業(yè)規(guī)模逐漸擴大,大部分企業(yè)仍舊采用傳統(tǒng)的以產(chǎn)品為中心的管理模式。近年來,傳統(tǒng)的管理模式已經(jīng)逐漸被以客戶為中心的管理模式所取代,發(fā)現(xiàn)最有價值的客戶并加以培養(yǎng)是企業(yè)達到利潤最大化的基礎,如何提高企業(yè)在逐漸開放的市場中的競爭力,爭取到更多有價值的客戶,已經(jīng)成為企業(yè)在發(fā)展中的首要問題。因此建立一套以客戶挖掘和客戶管理為中心的客戶關系管理軟件成為該企業(yè)的當務之急。 本文以遼河石油化工集團的客戶挖掘系統(tǒng)的設計與實現(xiàn)為背景,提出了一套集客戶挖掘與綜合辦公于一體的客戶關系管理軟件,其中重點實現(xiàn)了客戶管理與客戶挖掘這兩個模塊。系統(tǒng)將從大量客戶中挖掘那些最有價值的客戶,根據(jù)不同貢獻度將客戶按不同規(guī)則分類,從而讓企業(yè)根據(jù)客戶不同的貢獻程度調(diào)整自己的營銷策略,提供更加優(yōu)質的服務,不斷穩(wěn)固并擴大市場。如何將客戶定為最有價值客戶為本文研究的關鍵,從眾多數(shù)據(jù)中挖掘出客戶信息,并根據(jù)客戶銷售總額,客戶交易次數(shù),客戶關聯(lián)度等信息轉化為有效地客戶價值數(shù)據(jù),為企業(yè)在選擇最有價值客戶上提供了有效的決策支持。同時能夠高效的幫助企業(yè)管理員工,客戶,銷售,售后等信息,使各部門分散的管理系統(tǒng)達到整合的目的,實現(xiàn)了企業(yè)范圍內(nèi)的信息共享,方便了員工之間的交流,并提高了工作效率。本文基于軟件開發(fā)的流程,認真進行了工作流程分析,數(shù)據(jù)流程分析與功能需求分析,最終實現(xiàn)了采用ASP.NET技術與SQLserver2008作為數(shù)據(jù)庫后臺的基于B/S模式的客戶關系管理類軟件。 本文設計的客戶關系管理系統(tǒng)現(xiàn)已被應用到遼河石化集團客戶關系管理中,員工使用情況反映良好。能夠有效地為企業(yè)挖掘到最有價值的客戶加以培養(yǎng),同時能夠有效地管理企業(yè)員工,銷售,服務信息,提高了工作效率,是一項合適大型企業(yè)的軟件項目。
[Abstract]:The scale of modern enterprises is expanding gradually, most enterprises still adopt the traditional product-centered management mode. In recent years, the traditional management model has been gradually replaced by the customer-centered management model. How to improve the competitiveness of enterprises in the gradually open market and win more valuable customers has become the most important problem in the development of enterprises. Therefore, establishing a set of customer relationship management software centered on customer mining and customer management has become an urgent task for the enterprise. Based on the design and implementation of customer mining system in Liaohe Petrochemical Group, this paper presents a set of customer relationship management software which integrates customer mining and integrated office. The two modules of customer management and customer mining are implemented. The system will dig out the most valuable customers from a large number of customers, according to the different contributions of customers according to different rules, so that enterprises can adjust their marketing strategies according to the different contributions of customers, and provide better service. Strengthen and expand the market. How to determine the customer as the most valuable customer is the key of this paper, mining customer information from numerous data, and transforming customer value data into effective customer value data according to customer sales total amount, customer transaction times, customer correlation degree and so on. For the enterprise in the selection of the most valuable customers to provide effective decision support. At the same time, it can help the enterprise to manage the information of employees, customers, sales, after-sale and so on, so that the decentralized management system of various departments can achieve the purpose of integration, realize the information sharing within the enterprise scope, and facilitate the communication between employees. And improve the working efficiency. Based on the flow of software development, this paper analyzes the workflow, data flow and functional requirements. Finally, the customer relationship management software based on B / S model is implemented with ASP.NET and SQLserver2008 as database backstage. The customer relationship management system designed in this paper has been applied to the customer relationship management of Liaohe Petrochemical Group. It can effectively cultivate the most valuable customers for the enterprise, at the same time, it can effectively manage the employees, sales, service information, and improve the working efficiency. It is a suitable software project for large enterprises.
【學位授予單位】：大連理工大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：TP311.52

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