家电销售企业客户关系管理系统的设计与实现

发布时间：2018-01-31 05:41

本文关键词： 客户关系管理 B/S架构 PHP　出处：《电子科技大学》2013年硕士论文　论文类型：学位论文

【摘要】：客户关系管理是现代企业管理的重要部分，根据客户关系管理理论，客户关系管理的重心是满足客户的需求。采用PHP开发应用系统的技术已经很成熟，但服务于家电企业的CRM系统仍然存在着如何才能更准确反应客户的满意度和需要易于扩展更加符合企业自身特点的系统功能的问题。本文针对家电销售企业的特点研究出一个适合该行业的客户满意度评价算法，并设计了适合的五层B/S架构模型，基于该模型使用PHP技术实现了一个功能齐全对数据分析处理高效的CRM系统。在课题调研阶段，作者对企业客户关系的基本情况作了充分的调查分析，对日常工作流程系统化图表化，将各流程中的功能模块化，深入同客户交流沟通各部门在实际工作中遇到的技术性问题以及了解客户的各方面需求。通过对家电销售企业的业务（如家电产品采购、出入库、制定营销计划、客户满意度调查、客户跟进、家电销售、售后服务与支持等）充分了解的基础上，对CRM系统做了详细的需求分析和设计。在开发阶段，采用了五层B/S架构部署，将web表现部分，业务逻辑部分，数据库部分等区分开。选择了PHPEclipse开发平台，集成了Apache、Mysql，用PHP编程语言对CRM系统开发实现。为了提高运行效率，系统中客户满意度评价算法部分采用c++编程实现，，然后PHP程序调用c++函数。最后，针对本系统的需求，设计了测试用例，对系统的登录模块、客户管理、合同管理等功能模块进行了测试。开发的家电销售CRM系统成功满足了企业的业务需求，设计的客户满意度算法具有一定的参考使用价值，且其各功能模块非常易于企业员工操作上手，达到了课题研究的目标。
[Abstract]:Customer relationship management is an important part of modern enterprise management. According to the theory of customer relationship management, the focus of customer relationship management is to meet the needs of customers. However, there are still some problems in the CRM system, which can reflect the customer satisfaction more accurately and need to expand the system functions more in line with the enterprise's own characteristics. This paper aims at the household appliance sales enterprises. A customer satisfaction evaluation algorithm suitable for this industry is developed. A suitable five-tier B / S architecture model is designed. Based on this model, an efficient CRM system with complete functions for data analysis and processing is implemented by using PHP technology. In the stage of research, the author makes a full investigation and analysis of the basic situation of the enterprise customer relationship, systematizes and charts the daily work flow, and modulates the function of each process. Deeply communicate with customers in the actual work of the technical problems encountered by the departments and understand the customer's needs. Through the home appliance sales business (such as home appliances products procurement, out of stock. Develop the marketing plan, customer satisfaction survey, customer follow-up, home appliance sales, after-sales service and support) on the basis of a full understanding of the CRM system to do a detailed demand analysis and design. In the development phase. Using the five-tier B / S architecture deployment, the web presentation part, the business logic part, the database part and so on, the PHPEclipse development platform is selected, and the Apache is integrated. MySQL, using PHP programming language to develop and implement the CRM system. In order to improve the running efficiency, the evaluation algorithm of customer satisfaction in the system is implemented by c programming. Then the PHP program calls c function. Finally, according to the requirements of the system, design the test case, the login module of the system, customer management. Contract management and other functional modules have been tested. The developed CRM system successfully meets the business needs of enterprises. The designed algorithm of customer satisfaction has a certain reference value. And its function modules are very easy for enterprise employees to operate, to achieve the goal of the subject.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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