基于数据服务驱动的协同本位CRM系统的设计与实现

发布时间：2018-01-19 03:19

本文关键词： CRM 数据协同业务协同 SOA WCF　出处：《吉林大学》2013年硕士论文　论文类型：学位论文

【摘要】：现代企业管理模式正步入信息化管理的繁荣时代，以计算机技术为主导的信息化技术在企业的经济运行和管理环节具有举足轻重的作用。随着企业业务的不断拓展，市场和客户等企业的综合管理要素日益复杂，存在着严重的企业营销和其它管理职能脱节的现象。这潜在的造成了企业市场管理的不善，客户的满意度和价值下降，业务人员的流动将直接造成企业的客户群数据信息的流失，亟待需要一种客户关系管理的信息化解决方案来协调这些矛盾。企业的信息化管理环境涵盖不同的业务应用领域，这些业务管理职能之间的信息沟通不畅和难于协同是现在企业信息化管理的最大障碍。分析现代企业信息化大环境，发现企业不同业务管理职能所使用的数据信息不一致是导致企业管理不能协同的本源所在。基于企业数据信息一致性和企业管理职能协同化的目标，本文设计实现了基于数据服务驱动的协同本位CRM(Customer RelationshipManagement)系统，旨在为企业的综合管理职能提供一致的信息环境，并使所有业务在整个企业信息化环境内协同工作。基于数据服务驱动的协同本位CRM系统提供了企业集成化的数据平台，为企业的信息化管理职能的协同工作扫清了障碍，解决了企业信息不一致给企业管理带来的困扰，在企业信息化管理理念和数据集成的信息化领域具有一定的实际应用价值和理论研究价值。本文设计和实现的基于数据服务的协同本位CRM系统解决了两个关键问题，一是研究和应用了企业信息化管理集成数据平台的综合解决方案，其次是给出了企业各种信息化管理职能联动的协同工作模型。同时，基于数据服务驱动的协同本位CRM系统实现了一个关键目标—实现企业管理的一致性。本文设计和实现的协同本位CRM系统尊重了以服务的视角搭建企业信息化管理平台的指导原则。企业数据信息的不一致也就是未能实现业务和数据环境的解耦关系。企业内的各种管理信息系统不能协同工作，根源同样是未能实现这些管理职能间的业务解耦。软件中的服务理念是实现业务集成和解耦的优良解决方案，把数据的存取视为一种服务，业务的数据操作请求视为服务的调用者，数据服务组件即为服务提供者，这充分的实现了上层业务和数据环境操作的解耦关系，也就为企业的一致性集成数据环境的存在提供了基础条件。依赖企业内部的集成服务总线ESB(Enterprise Service Bus)，将各种管理功能的网状业务依赖关系转换成线性关系，从而为协同工作创造了条件。基于上述策略，本文实现的系统采用了面向服务的架构SOA(Service Oriented Architecture)思想，，注重从服务的理念去理解软件系统，使用WCF(Windows Communication Foundation)技术作为分布式系统信息交换的手段，设计实现了协同本位CRM系统。从实现的角度，协同本位的CRM系统是一个基于.Net平台的平台系统，开发语言是C#，数据库环境选择了Sql Server2008，开发过程中充分的应用了多种流行的软件技术和手段进行系统设计及实现。着眼于企业的CRM理念和软件的实际应用层面，本文在如下的几个方面进行了深入的研究和论述。第一、阐述了本文项目的背景、研究现状和CRM的领域知识；第二、研究了软件中的服务理念，从服务的视角去理解软件系统；第三、研究了一种合理的数据集成的综合解决方案；第四、研究了一种企业管理职能协同的工作模型；
[Abstract]:Is a modern enterprise management mode into the information management of the prosperity of the era of information technology with computer technology as the leading factor plays an important role in the economic operation and management processes of enterprise. With the continuous expansion of business, the integrated management elements of the market and customers of enterprises is becoming more and more complicated, there is a gap between the enterprise marketing and other serious management functions the phenomenon. This potential caused the enterprise market management, customer satisfaction and business value decreased, the flow of personnel will be a direct result of customer data of enterprise information loss, urgently need a customer relationship management information solutions to reconcile these contradictions.
Enterprise information management environment covers different business applications, the information communication between the business management functions of the poor and difficult coordination is the biggest obstacle to the enterprise informationization management. Now environment analysis of modern enterprise informationization, found that enterprises use different business management functions of the data inconsistency is the result of enterprise management cannot cooperate with the origin. Enterprise data consistency and collaborative enterprise management functions based on the target of this paper design and implement collaborative standard driver based on CRM data service (Customer RelationshipManagement) system, in order to provide consistent information environment for enterprise's comprehensive management function, and all the business collaboration in the environment of information across the enterprise.
Provides enterprise integrated data platform based collaborative CRM system based on data service driven, collaborative work clearing for enterprise information management function obstacle, solve the enterprise information inconsistent to the enterprise management problems, in the enterprise information management concept and the number according to the field of information integration has the value of practical application value and theory research sure. This design and implementation of CRM based collaborative system based on data service to solve two key problems, is a comprehensive solution for the research and application of the integrated information management platform for enterprise data solutions, then gives a collaborative model of enterprise information management functions of various linkage. At the same time, collaborative CRM system data service standard drive to achieve a key goal to realize the consistency of enterprise management based on.
In this paper, the design and implementation of CRM based collaborative system respect the guiding principles to the service from the perspective of building enterprise informationization management platform. Enterprise data inconsistency is failed to achieve the decoupling relationship between business and environment data. Enterprises in various management information systems do not work, root also failed to achieve business decoupling these management functions the software service concept is a good solution for business integration and decoupling, data access as a kind of service, business data as a service operation request caller, data service component is the service provider, which fully realized the decoupling relationship between the upper business and data environment operation, also it provides basic conditions for the consistency of the integrated data environment of enterprise's existence. Integrated enterprise service bus ESB dependent (Enterprise Service Bus), will All kinds of management function and net business dependencies into a linear relationship, thus creating conditions for cooperative work. Based on the above strategy, the implementation of this system using service oriented architecture SOA (Service Oriented Architecture), focus on the service concept to understand software system, using WCF (Windows Communication Foundation) technology as a means of the distributed information exchange system, the design and implementation of CRM based collaborative system. From the view of implementation of CRM based collaborative system is a platform system based on.Net platform, development language is C#, select the Sql Server2008 database environment, system design and implementation of the development process of the full application of a variety of popular software technologies and methods. The practical application level focuses on the concept of CRM and software, this paper deeply studied and discussed in the following aspects.
First, the background of the project, the status of the research and the domain knowledge of CRM are expounded.
Second, the concept of service in software is studied, and the software system is understood from the perspective of service.
Third, a comprehensive solution of a reasonable data integration is studied.
Fourth, the work model of enterprise management function synergy is studied.

【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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