山东省农村信用社CRM系统的设计与实现

发布时间：2018-04-14 16:06

本文选题：智能服务 + 客户关系管理　；参考：《电子科技大学》2014年硕士论文

【摘要】：随着社会的进步、客户群体素质的提高和竞争对手的发展,农信社的服务面临新的挑战。金融企业(银行、信用社等)客户关系管理(CRM)作为一种新型的管理模式,既是一种先进的发展战略和经营理念的体现,又是一种新型的商业模式和管理实践活动。作为银行类CRM的一个应用,在此之前,信用社在客户关系管理方面刚刚起步,各项规章制度刚刚制定,也没有什么软件系统可以单独完成信用社的客户关系管理与服务,迫切需要一套适合自身业务发展需要软件系统。基于上述农信社的客户关系管理工作中存在的问题考虑,以及具体用户山东省农信社的具体需求,本文课题经过细致的业务调研以及需求分析,提出相应的解决方案,并在技术路线上主要采用Struts2+Spring+Hibernate框架技术,利用JAVA语言和SQL Server 2008数据库最终设计并开发出了包含基本信息管理、客户管理、营销管理、服务管理以及统计查询管理等子系统在内的山东农信社CRM系统,所实现的CRM系统平台,通过将信用社内的各类服务功能进行集中整合,并进行流程再造,成功实现了科学规范的农信社电子化服务流程,从而解决了农信社原有无好用系统的问题。达成了各个部门和人员可以协同工作,为信用社客户提供优质的服务的目标,满足了提升信用社业务发展需求。总的来说,本文课题成功的设计和实现出了一套农信社的CRM系统,并通过了各项功能测试和性能测试,验证了系统的可用性,而农信社通过本系统的应用,也解决了原有的工作模式下的问题和困难,从而为自身的发展和客户服务的提升扫清了障碍。
[Abstract]:With the progress of society, the development of customer groups and improving the quality of competition, the rural credit cooperatives Service is facing new challenges. The financial enterprises (banks, credit cooperatives) customer relationship management (CRM) as a new management mode, not only embodies an advanced development strategy and business philosophy, and a new business model and management practice. As an application, the bank CRM in credit cooperatives has just started in the customer relationship management, the regulations did not just develop, customer relationship management and service of what software system can complete the credit cooperatives alone, the urgent need for a suitable for their own business development the need for software system. Considering the existence of customer relationship management of the rural credit cooperatives based on the problems, and the specific needs of specific users of rural credit cooperatives in Shandong Province, this paper through the detailed business transfer Research and demand analysis, put forward the corresponding solutions, and the technical route mainly uses the Struts2+Spring+Hibernate framework, using JAVA language and SQL Server 2008 database design and development of the basic information management, customer management, marketing management, Shandong agricultural credit cooperative CRM system service management and statistical query management system,. CRM system platform, the integration of credit cooperatives in various service functions, and process reengineering, the successful implementation of the scientific and standardized rural credit cooperatives electronic service process, so as to solve the rural credit cooperatives in the original system. No good reached each department and the personnel can work together to provide the high quality service for the customer's credit target, meet the needs of credit unions to enhance business development. In general, this paper successfully design and implement a The CRM system of rural credit cooperatives, and through the function test and performance test, verify the usability of the system, while the rural credit cooperatives through the application of the system, but also solve the original mode of operation problems and difficulties, and for their own development and enhance customer service cleared the obstacles.

【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

【共引文献】