火速有限公司的CRM系统设计与实现

发布时间：2018-06-13 13:07

本文选题：客户关系管理 + 客户管理　；参考：《电子科技大学》2015年硕士论文

【摘要】：随着公司的扩大,客户资源以及相关的客户销售信息增加,造成了客户资源难于管理等问题。寻求更好的客户资源管理方法已经被提上议程。客户关系管理系统的客户管理是互联网销售型公司在对客户以及其资源的管理工作中一项极为重要的内容,客户关系管理系统管理水平的高低反映了一个企业的客户管理工作的水平,它会直接影响企业的各个方面。对于上海火速科技有限公司来讲客户信息以及对应的客户资源信息量较大,如果采用手工录入,会消耗销售人员大量的时间和精力,而且容易造成信息的错误、信息丢失,并且不能将客户信息及时的分享出来等问题。采用客户关系管理系统不仅能保证数据的准确无误,而且可以进行数据的分享,各类信息的统计,这些优点能够大大的提供客户以及客户资源的管理效率。本系统主要以上海火速科技有限公司的客户管理为背景,开发了一个火速客户资源管理系统-Hot CRM系统。在对系统的需求了解以及详细的需求分析的基础上,论文中写出了系统的架构设计、系统部分功能的设计以及对应数据库的设计,并阐述了部分功能的实现方式。Hot CRM系统用户主要是管理员、销售人员、销售人员的领导、法务人员、财务人员;其功能主要分为客户管理、内部审核管理、合同管理、系统设置等功能。本文首先课题研究的背景、现状、意义等进行探讨;论文重点分析了Hot CRM系统的用户使用用例分析,通过需求分析得出了系统的总体功能结构图,接着选取了系统的核心功能进行了详细的分析以及数据库的设计,并阐述了实现系统的技术手段,给出了核心功能的实现效果,如客户管理实现、合同管理实现、内部审核管理实现、系统设置管理实现。文章最后对工作进行了总结与展望。Hot CRM结合.NET技术和CRM的管理理论及HS的管理实践,提出了全新的CRM信息处理架构。系统在MS的.NET平台下全面应用C#语言进行开发。应用基于XML的WEB SERVICE技术。同时采用了B/S的多层架构来组织系统功能模块。采用基于COM+来处理分布式事务处理需要。采用了全新的Office编程技术和Crystal Report技术来实现系统中的模板和报表处理需求。这些技术的应用,使得Hot CRM具有较好的可扩展性、集成性和平台适应性。并用Sql Server为后台数据库。该系统已在上海火速科技有限公司成功试运行。结果表明,该系统运行可靠、性能稳定、界面友好、使用方便,提高了客户管理工作的效率及信息的准确性。
[Abstract]:With the expansion of the company, customer resources and related customer sales information increase, resulting in difficult management of customer resources and other problems. The search for better customer resource management has been on the agenda. Customer management of customer relationship management system is an extremely important part of the management of customers and their resources by Internet sales companies. The level of customer relationship management system reflects the level of customer management of an enterprise, it will directly affect all aspects of the enterprise. For Shanghai Fast Technology Co., Ltd., the amount of customer information and the corresponding customer resources is large. If manual input is used, it will consume a lot of time and energy of the salespeople, and it is easy to cause information errors and information loss. And can not share customer information in a timely manner and other issues. Using customer relationship management system can not only ensure the accuracy of data, but also can share data, statistics of all kinds of information, these advantages can greatly provide customer and customer resource management efficiency. This system is mainly based on the customer management of Shanghai Firespeed Technology Co., Ltd. A fast customer resource management system (Hot CRM) is developed. On the basis of understanding the requirements of the system and analyzing the requirements in detail, the paper describes the design of the architecture of the system, the design of some functions of the system and the design of the corresponding database. The realization of some functions. Hot CRM system users are mainly administrator, sales personnel leadership, legal personnel, financial personnel, its functions are mainly divided into customer management, internal audit management, contract management, System setting and other functions. In this paper, the background, current situation and significance of the research are discussed, and the user use case analysis of Hot CRM system is emphasized, and the overall function structure diagram of the system is obtained through requirement analysis. Then the core functions of the system are selected for detailed analysis and database design, and the technical means to achieve the system are described, and the implementation results of the core functions are given, such as the implementation of customer management, the implementation of contract management, Internal audit management implementation, system setup management implementation. Finally, the paper summarizes and prospects the work. Hot CRM combines. Net technology, CRM management theory and HS management practice, and puts forward a new CRM information processing framework. The system is developed with C # language under. Net platform of MS. Web service technology based on XML is applied. At the same time, the multilayer architecture of B / S is used to organize the function module of the system. Using com to deal with distributed transaction processing needs. New Office programming technology and Crystal report technology are adopted to meet the needs of template and report processing in the system. The application of these technologies makes Hot CRM have better expansibility, integration and platform adaptability. SQL Server is used as background database. The system has been successfully tested in Shanghai Fast Technology Co., Ltd. The results show that the system is reliable, stable, friendly interface, easy to use, and improve the efficiency of customer management and the accuracy of information.
【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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