山东兖矿集团客户关系管理系统的开发

发布时间：2018-03-01 16:42

  本文关键词： 客户关系管理系统 浏览器/服务器架构 .NET 软件工程　出处：《电子科技大学》2014年硕士论文　论文类型：学位论文

【摘要】：我国煤炭行业产业集中度低,生产经营条件差,信息化程度普遍较低,煤炭行业信息化建设对于我国煤炭产业的健康发展有着重要的作用。客户关系管理是利用信息科学技术,实现市场营销、销售、服务等活动过程自动化,以提高客户满意度和忠诚度为目的的一种管理经营方式。客户关系管理既是一种管理理念,又是一种软件技术。本课题为山东兖矿集团开发一套完整的客户关系管理系统,以解决该集团在长期存在的客户群管理问题,提高企业的运营效率。论文首先对客户关系管理系统进行了需求分析,确定了系统的目的、应用范围、概念定义和系统功能。论文在识别系统的使用者和参与者的情况下,分析系统实现的功能。系统的非功能性需求分析方面,定义了系统的稳定性、数据安全性、数据处理能力和系统反应时间等。论文对客户关系管理系统进行了设计:总体结构构架、各模块详细设计和数据库设计。将客户关系管理系统总体架构为浏览器/服务器模式,将系统在功能上划分为三个层次六个功能模块,分别是客户管理模块、营销管理模块、销售管理模块、费用管理模块、客户服务管理模块以及系统管理模块。论文对每一个功能模块做出了详细设计。论文在Visual Studio2008中对客户关系管理系统的设计结果进行了实现。实现过程在Winform开发框架下,尽可能使业务模块重用。最后论文对客户关系管理系统进行了测试,包括功能测试和性能测试。在功能测试中,各项测试均达到了系统的设计要求;在性能测试中,168个测试点中有157个测试点合格,合格率为94%。综合两方面的测试结果,可以认为系统达到了设计和要求和用户的需求。
[Abstract]:China's coal industry has a low concentration degree, poor production and management conditions, and a general low level of informatization. The construction of coal industry informatization plays an important role in the healthy development of China's coal industry. Customer relationship management (CRM) is the use of information science and technology. To realize the automation of marketing, sales, service and other activities, to improve customer satisfaction and loyalty as a management mode. Customer relationship management is both a management concept, This paper develops a complete customer relationship management system for Shandong Yankuang Group in order to solve the problem of customer group management in Shandong Yankuang Group for a long time. First of all, the paper analyzes the requirements of the customer relationship management system, and determines the purpose, application scope, concept definition and system function of the system. In the case of identifying the users and participants of the system, the paper analyzes the requirements of the customer relationship management system. Analyzing the functions of the system. In terms of non-functional requirement analysis of the system, the stability and data security of the system are defined. Data processing ability and system reaction time etc. This paper designs the customer relationship management system: the overall structure, the detailed design of each module and the database design. The overall structure of the customer relationship management system is browser / server mode. The system is divided into three levels and six functional modules: customer management module, marketing management module, sales management module, cost management module. Customer service management module and system management module. Each function module is designed in detail in this paper. The design result of customer relationship management system is implemented in Visual Studio2008. The realization process is based on Winform development framework. Finally, the paper tests the customer relationship management system, including function test and performance test. In the function test, all the tests meet the design requirements of the system; In the performance test, 157 test points out of 168 are qualified, and the qualified rate is 940.Synthetical test results from two aspects, the system can be considered to meet the design and requirements as well as the requirements of the users.
【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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本文编号：1552732