基于web的零售业客户关系管理系统的设计与实现

发布时间：2018-03-22 14:12

本文选题：客户关系管理系统　切入点：客户分析　出处：《北京邮电大学》2017年硕士论文　论文类型：学位论文

【摘要】：随着网络技术的迅速发展和电子商务的普及应用,零售业包含的信息量正在呈现指数性增长。为了能够有效地管理企业的业务信息,提升企业的服务水平,各个零售企业纷纷开始进行企业的信息化建设。同时,零售业作为直接面向客户的企业,客户信息化建设具有重大意义。本论文针对零售业对于客户关系管理的实际需求,设计并实现了一个功能完善、易于操作、易于扩展的客户关系管理系统,旨在为零售企业提供高效的信息化管理服务。论文主要研究内容如下:通过分析系统的项目背景、功能需求、性能需求等内容,设计了“ThinkPHP+React+Redux+MySQL”框架作为构建系统的整体架构,实现了包含客户信息管理、企业营销管理、客户群组管理、统计报表管理、系统管理等功能模块的客户关系管理系统。该系统能够将客户的线上信息和线下信息进行有机的整合梳理,并以清晰的信息列表等方式进行展示。本系统根据客户的来源、客户关注的品牌、客户的重要性级别对客户进行了详细的分类,实现了客户的分组管理。同时,本系统通过统计分析方法对客户的构成、忠实度以及企业的赢利情况进行了分析,并通过可视化报表进行展示,为零售企业未来决策计划提供了指导。在系统实现方面,系统的后台采用了 ThinkPHP框架,将系统的表现层、业务逻辑层、数据访问层相互分离,加强了系统的可维护性和可扩展性。前端采用了React框架,通过构建独立的组件进一步实现了系统的高内聚、低耦合性,提升了系统的整体开发效率,并且通过webpack构建工具对静态资源进行了合并压缩,减少了 http请求数量,高效地提升了系统的性能。同时,系统对于用户输入的数据进行了严格地过滤和验证,提升了系统的安全机制,使得系统很好地避免了跨站脚本攻击和跨站请求伪造攻击。经实践证明,本文设计并实现的客户关系管理系统,充分的满足了零售企业对于系统的功能和性能的需求,能够很好地为零售企业提供客户关系管理的线上服务。
[Abstract]:With the rapid development of network technology and the popularization and application of electronic commerce, the amount of information contained in retail industry is increasing exponentially. At the same time, as a direct customer oriented enterprise, customer information construction is of great significance. This paper aims at the actual demand of retail industry for customer relationship management. A customer relationship management system with perfect function, easy operation and easy expansion is designed and implemented to provide efficient information management service for retail enterprises. The main contents of this paper are as follows: through analyzing the project background of the system, The framework of "ThinkPHP React Redux MySQL" is designed as the whole structure of the system, which includes customer information management, enterprise marketing management, customer group management, statistical report management, etc. System management and other functional modules of customer relationship management system. The system can integrate online and offline information of customers organically, and display it in a clear list of information. The brands and the importance level of the customers are classified in detail, and the group management of the customers is realized. At the same time, the system uses the statistical analysis method to analyze the composition of the customers. The fidelity and the profit of the enterprise are analyzed, and the visual report is presented, which provides the guidance for the future decision plan of the retail enterprise. In the implementation of the system, the ThinkPHP framework is adopted in the background of the system, and the presentation layer of the system is put forward. The business logic layer and the data access layer are separated from each other, which enhances the maintainability and extensibility of the system. The front-end uses the React framework, and further realizes the system's high cohesion and low coupling by building independent components. The overall development efficiency of the system is improved, and the static resources are merged and compressed through the webpack construction tool, which reduces the number of http requests and improves the performance of the system efficiently. The system filters and verifies the data input by the user strictly, improves the security mechanism of the system, and makes the system avoid the cross-station script attack and the cross-station request forgery attack. The customer relationship management system designed and implemented in this paper can fully meet the needs of the retail enterprises for the function and performance of the system, and can provide online services for the retail enterprises.
【学位授予单位】：北京邮电大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP311.52;TP393.09

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