江西联通客户关系管理系统分析与设计

发布时间：2018-02-28 16:03

本文关键词： 联通公司客户关系管理 B/S结构　出处：《云南大学》2013年硕士论文　论文类型：学位论文

【摘要】：江西联通公司客户关系管理系统是为了便于公司领导和职能部门及时、快速、准确地掌握行业销售、管理、服务以及相关市场反应等信息。通过客户关系管理决策支持平台将数据以分析图、表的方式,展示给相关部门或单位,达到数据共享、管理决策流程对相关信息即时响应的目的,为决策的执行打下坚实的基础。本文阐述的客户关系管理管理系统开发采用B/S结构开发,系统开发采用.net技术,使用SQL Server2000为数据库,系统界面友好,基本满足客户关系管理系统需求。本文详细阐述了客户关系管理系统的需求分析,主要包括客户信息管理业务、客户信用度管理业务、客户满意度管理业务及呼叫中心管理等业务分析及它们的功能需求,并给出系统数据模型及数据流图,在需求分析的基础上,论文给出系统B/S体系结构设计、系统模块的划分、以及客户信息管理功能、客户信用度管理功能、客户满意度管理功能及呼叫中心管理功能的模块设计。对现有的工作流程进行优化,为实现客户关系信息化管理打下基础。此系统围绕江西联通客户关系管理的实际需要展开,基本完成了系统的需求分析及系统设计,为系统的进一步实现奠定基础。
[Abstract]:The customer relationship management system of Jiangxi Unicom is to facilitate the timely , rapid and accurate information of the company ' s leading and functional departments in grasping the sales , management , service and related market reactions of the industry . Through the customer relationship management decision support platform , the data is displayed to the relevant departments or units , so as to achieve the purpose of data sharing and management decision - making process to respond to relevant information in real time , and lay a solid foundation for the implementation of decision - making . This paper describes the development of customer relationship management system using B / S structure , using SQL Server 2000 as the database , and the system interface is friendly and basically meets the requirements of customer relationship management system . In this paper , the demand analysis of customer relationship management system is described in detail , including customer information management business , customer credit management service , customer satisfaction management service and call center management . This system revolves around the actual needs of the customer relationship management in Jiangxi Unicom . The system ' s demand analysis and system design are basically completed , which lays the foundation for further realization of the system .

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

【参考文献】