面向中小型企业的客户关系管理系统的设计与实现

发布时间：2018-01-12 08:02

本文关键词：面向中小型企业的客户关系管理系统的设计与实现　出处：《电子科技大学》2014年硕士论文　论文类型：学位论文

【摘要】：中国的中小型企业占了企业总量的90%以上。随着经济的快速发展和信息技术水平的迅猛提高,企业之间的竞争在新经济时代发生了重大改变。充分挖掘客户资源,加强和客户之间的联系沟通,了解客户的需求可以让企业获得极大的市场竞争优势。因此以客户为基础的客户关系管理理念逐步成为企业战略实施的指导思想之一。中国中小型企业在运营过程中有区别于大型企业的特点,企业数量多、比重大,规模小机动灵活,大部分采用扁平化管理模式。本文从中小型企业在客户管理中的实际需求出发,系统的阐述了构建面向中小型企业的客户关系管理系统的设计与开发流程。本文分析了客户关系管理系统在国内外的研究状况,国外的客户关系管理系统不符合中国中小型企业的国情,而不少国内的客户关系管理系统大而全,涵盖了企业的各个部门,造成学习成本高和客户关系管理功能弱化等问题。因此开发一套适合中国中小型企业使用的客户关系管理系统具有很大的实际意义与价值。本文首先对中小型企业的特点和运作流程进行了分析,然后结合中小型企业在发展中的具体需求详细描述了客户关系管理系统的需求。根据需求分析的结果,依照系统可扩展、可维护、可操作和安全性的设计原则,划分出系统的功能模块,对每一个模块进行了详细分析。系统开发基于Linux+Apache+Mysql+PHP平台,采用B/S架构和MVC设计模式,使用了国内流行的ThinkPHP框架和最新的HTML5技术。另外系统采用AJAX和缓存提高响应速度,节约服务器带宽。本文设计开发的面向中小型企业的客户关系管理系统采用“以客户为中心”的设计理念,包括客户管理模块、销售管理模块、员工工作台、自定义配置以及权限配置。系统的基础和核心模块是客户管理模块,其他模块都是围绕客户管理模块展开。系统具有很强的灵活配置能力,能够根据企业的需要对系统权限、业务数据进行实时的灵活配置,利用最新的HTML5技术和网页响应式设计技术,提供多终端登录系统功能,为经常外出办公的公司管理人员提供及时响应和回馈。系统可以充分满足大部分中小型企业对于客户关系管理的需要。
[Abstract]:Chinese small and medium enterprises accounted for more than 90% of the total enterprises. With the rapid increase of the rapid economic development and the level of information technology, the competition between enterprises has undergone major changes in the new economic era. To fully tap the customer resources, and strengthen the communication between the customer, understand the customer's needs can let the enterprise obtain the great market competition advantage. So the concept of customer relationship management based on customers has become a guiding ideology of enterprise strategy implementation of small and medium enterprises gradually. China differs from the large enterprises in the process of operation, the number of enterprises, more than major, small scale flexible, most of the flat management mode. This paper from the actual demand of small and medium enterprises in customer management system of the construction of customer relationship management system for small and medium enterprises in the design and development process are analyzed in this paper. The research status at home and abroad customer relationship management system, customer relationship management system of foreign small and medium enterprises Chinese does not meet the conditions, and a lot of customer relationship management system of domestic large, covering the various departments and enterprises, problems caused by the high cost of learning and customer relationship management function weaken. Therefore the development of a suitable China in small and medium enterprises to use the customer relationship management system has practical significance and great value. This paper first analyzes the characteristics and operation process of small and medium enterprises, and then a detailed description of the customer relationship management system requirements according to specific requirements in the development of small and medium enterprises. According to the results of the analysis, in accordance with the system can be expanded maintenance, design principle, operation and safety of the division of the function module of the system, for each module are analyzed in detail. The system development based on Lin Ux+Apache+Mysql+PHP platform, using B/S architecture and MVC design pattern, ThinkPHP framework uses the popular and the HTML5 technology. In addition, the system uses AJAX and caching to improve response speed, save the bandwidth of the server. The design and development for small and medium sized enterprise customer relationship management system adopts the design idea of "customer centered". Including customer management module, sales management module, employee table, custom configuration and system privilege configuration. The foundation and the core modules are customer management module, other modules are all around the customer management module. The system has flexible configuration capability is very strong, can according to the needs of enterprises of the system permissions for flexible configuration of real-time business the data, HTML5 technology and web responsive design using the latest technology, providing multi terminal login system, as the company often go out of office Managers provide timely response and feedback. The system can fully meet the needs of most small and medium enterprises for customer relationship management.

【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP311.52

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