中国电信CD分公司校园部的CRM分析设计

发布时间：2018-05-07 14:20

本文选题：CRM + UML　；参考：《电子科技大学》2015年硕士论文

【摘要】：本文的论述是在“以产品营销作为目的、以生产作为核心”的市场形势逐渐被“以客户服务作为目的、以客户作为核心”的市场形势所取代的大环境下展开的,强化和客户之间的联系、了解客户的需求趋势、有效的发掘及管理客户资源,便可以得到市场竞争的优势,在激烈竞争中立于不败之林。企业间竞争的核心即为企业、供应商、分销商及客户横贯一体的价值链。为了能在市场竞争愈演愈烈的形势下,立于不败之地,中国电信成都分公司校园营销部(下简称校园营销部)开发一套客户关系管理系统(Customer Relationship Management:CRM)成为必然趋势。本文首先对CRM的研究背景、研究意义等作了一个归纳;然后对本文所使用的技术方案进行介绍,并对国内外CRM现状进行论述;最后对校园营销部的CRM进行需求分析,并进行可行性分析,然后进行CRM系统方案设计、开发、测试等,按照提出问题、分析问题、解决问题的步骤,通过对大量理论著作的阅读、对单位现有系统的分析、以及现有用户数据和诉求的收集来确定本文研究的方向,设计的系统所面向的对象为校园营销部的管理和销售人员,整个系统从符合操作简便、界面友好、灵活、使用安全的要求出发,采用UML作为开发语言,以ASP.NET作为前台开发工具,SQL Server2005作为后台数据库平台,基于B/S的三层模式的客户关系管理系统。通过系统需求分析、设计、优化、测试等方法旨在实现利用数据库来存储、管理大量数据信息。设计并完成对其各种数据的分类、查询和统计,尽可能实现友好的操作界面。校园营销部CRM系统将大大提高客户满意度和忠诚度,工作效率,发掘客户价值,从而提高企业盈利。该系统将给校园营销部整个的信息化建设带来深远而有意义的影响。
[Abstract]:In this paper, the market situation of "product marketing as the purpose and production as the core" is gradually unfolded under the environment of "customer service as the goal and customer as the core" market situation, strengthening the relationship with customers, understanding customer demand trend, effectively excavating and managing customer resources. The core of the competition among enterprises is the value chain of enterprise, supplier, distributor and customer. In order to be in an invincible position, the campus marketing department of China Telecom Chengdu branch (hereinafter referred to as campus marketing) Developing a customer relationship management system (Customer Relationship Management:CRM) has become an inevitable trend. This article first summarizes the research background and research significance of CRM, and then introduces the technical scheme used in this paper, and discusses the status of CRM at home and abroad; finally, the needs of the CRM in the campus marketing department are divided. Analysis, and carry on the feasibility analysis, then carry on the CRM system plan design, the development, the test and so on, according to the question, the analysis problem, the solution of the problem, through the reading of a large number of theoretical works, the analysis of the existing system of the unit, and the collection of the existing user data and demands to determine the direction of this study, the designed system is oriented. The object is the management and sales staff of the campus marketing department. The whole system is based on the requirements of simple operation, friendly interface, flexible and safe use, using UML as the development language, ASP.NET as a foreground development tool, SQL Server2005 as the backstage database platform, and the customer relationship management system based on the three layer mode based on B/S. System requirements analysis, design, optimization, test and other methods are designed to use database to store and manage a large number of data information. Design and complete the classification, query and statistics of all kinds of data. The CRM system of the campus marketing department will greatly improve customer satisfaction and loyalty, work efficiency and excavate customers. This system will bring far-reaching and meaningful influence to the whole information construction of the campus marketing department.

【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

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