培训中心客户关系管理系统设计与实现

发布时间：2018-04-06 01:15

本文选题：客户关系　切入点：销售管理　出处：《电子科技大学》2013年硕士论文

【摘要】：在不断变化的市场大环境下，企业必需要依靠现代化的管理思想和手段才能立于不败之地。这就需要对企业内外部各种资源进行有效整合，其中客户关系管理（Customer Relationship Management，CRM）尤为重要。本文的主要工作是对贵州师范大学网络培训中心的客户关系和销售机制进行研究分析，设计并实现适合贵州师范大学网络培训中心的客户关系管理系统。论文研究工作的主要内容包括：（1）在系统设计部分，增加了CRM系统与企业其它管理系统的协调设计。针对客户关系管理系统的实际应用，，研究了客户数据仓库逻辑模型的建立，尤其是客户数据模型的设计，将数据仓库技术引入CRM系统。（2）针对关联规则经典的算法Apriori算法中多次扫描事务数据库需要很大的I/O负载的问题提出改进。提出了根据客户的事务性数据集市来划分客户信息和行为和根据客户信息和行为支持度进行过滤来获取客户的行为和信息知识的方法，来挖掘与客户相关的有价值的信息，并找出这些信息的关联。（3）在系统的实现部分，为了提高系统数据与资料的安全保护性能，重点解决对历史数据的清理整合及不同权限的访问者的管理方法，系统对各用户的使用权限进行了一定的限制。系统采用数据库级用户权限和客户端运行权限的双重控制机构，提供了统一的基于角色的用户管理手段。通过对系统用户界面、服务器接口、浏览器兼容性、系统安全性、容错处理进行了测试。系统运行良好，各项功能和性能指标均满足要求。研究工作的成果对于培训中心的客户关系管理系统具有很好的参考价值。
[Abstract]:In the changing market environment, enterprises must rely on modern management ideas and means to remain invincible.This requires the effective integration of internal and external resources, among which customer Relationship Management (CRM) is particularly important.The main work of this paper is to study and analyze the customer relationship and sales mechanism of the network training center of Guizhou normal University, and to design and implement the customer relationship management system suitable for the network training center of Guizhou normal University.The main contents of this thesis are as follows:In the part of system design, the coordinated design of CRM system and other management systems is added.Aiming at the practical application of customer relationship management system, this paper studies the establishment of customer data warehouse logic model, especially the design of customer data model, and introduces data warehouse technology into CRM system.In order to solve the problem that multiple scanning of transaction database in Apriori algorithm of association rules requires a large I / O load, an improvement is proposed.This paper proposes a method to divide customer information and behavior according to customer transactional data Mart and filter customer behavior and information knowledge according to customer information and behavior support degree to mine valuable information related to customers.And find out the association of the information.In order to improve the security and protection performance of the system data and data, in the part of the system implementation, we focus on solving the problem of cleaning up and integrating historical data and managing visitors with different permissions.The system limits the user's right of use to a certain extent.The system adopts the dual control mechanism of database user authority and client operation authority, and provides a unified role-based user management method.The system user interface, server interface, browser compatibility, system security and fault-tolerant processing are tested.The system runs well and all functions and performance indexes meet the requirements.The results of the research have a good reference value for the customer relationship management system of the training center.
【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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