中国银行浙江省分行CRM系统设计与实现

发布时间：2018-07-05 13:06

本文选题：客户关系管理 + 银行业务软件　；参考：《电子科技大学》2013年硕士论文

【摘要】：银行客户关系管理（Customer Relationship Management, CRM）是为了解决深入认知客户、深入挖掘客户、防止客户流失等问题的管理体系，并利用信息技术加以实现。常见的以账户为中心的CRM系统，不利于实现以客户为中心的先进客户关系管理理念，不能将客户的业务信息及银行业务信息，统一以客户ID为中心进行组织。为了解决这个问题，论文依据先进的客户关系管理理念和面向对象的软件开发技术，给出了以客户为中心的银行CRM系统设计和实现，，并通过实际的运行和测试，证明系统的有效性和先进性。首先，论文从管理、技术、实施等三个角度介绍了国内外关于CRM的研究现状，指出银行CRM系统可以帮助银行进行精细化管理，充分的挖掘客户潜力和分析产品目标客户，具有重要的应用价值。通过调研和分析银行CRM的需求，文章给出了以客户为中心的操作型CRM需求分析和客户服务流程设计，应用泳道图描述了客户资料导入、业务售前、业务售中、业务售后等各阶段中客户资料管理和业务流转的需求。其次，依据中国银行浙江省分行CRM系统的实际需求，给出了概要设计和详细设计的内容，构建系统的整体框架，包括表现层、逻辑层、数据层。数据层包括关系数据库和文档数据库以及基于XML扩展的数据接口。逻辑层包括客户资源管理、客户发展管理、客户服务管理、客户分析管理等模块。通过类对象的分析，描述了系统内模块之间的耦合关系。采用软件工程的规范设计，基于软件开发生命周期法和快速原型Power designer开发工具，给出了系统中每个功能模块时序图的设计方案，并给出了系统数据库表的设计依据和内容。然后，系统实现时，采用B/S三层体系结构模式进行开发，应用SQL2000作为数据库服务器和VS.NET开发平台，应用ADO.NET技术实现高效的数据库通讯。按照银行实际工作需求，完成了CRM系统的软件开发。最后，介绍了测试方法，并设计了系统的测试方案。通过试运行中的测试用例，对测试结论进行了分析和总结。指出了数据挖掘、权限管理、系统可扩展性功能等内容是未来的研究方向。
[Abstract]:Bank customer relationship Management (CRM) is a management system to solve the problems of deeply recognizing customers, mining customers and preventing customer loss, which is realized by using information technology. The common account centric CRM system is not conducive to the realization of the advanced customer relationship management concept, and can not unify the customer ID as the center of the organization of customer business information and bank business information. In order to solve this problem, according to the advanced concept of customer relationship management and object-oriented software development technology, this paper gives the design and implementation of the CRM system of the bank with customer as the center, and through the actual operation and test. To prove the effectiveness and progressiveness of the system. First of all, the paper introduces the research status of CRM at home and abroad from three angles of management, technology and implementation, and points out that bank CRM system can help banks to manage meticulously, fully tap customer potential and analyze product target customers. It has important application value. Based on the investigation and analysis of bank CRM requirements, this paper presents the customer centered operational CRM requirement analysis and customer service flow design, and describes the introduction of customer data, the pre-sale of business, the sale of business, and the application of swimlane diagram. After-sales and other stages of customer data management and business flow requirements. Secondly, according to the actual demand of CRM system of Bank of China Zhejiang Branch, the paper gives the content of outline design and detailed design, and constructs the whole frame of the system, including presentation layer, logic layer and data layer. The data layer includes relational database and document database as well as data interface based on XML extension. Logic layer includes customer resource management, customer development management, customer service management, customer analysis management and so on. Through the analysis of class object, the coupling relationship between modules in the system is described. Based on the software development lifecycle method and the rapid prototyping power designer development tool, the design scheme of each function module timing diagram in the system is presented, and the design basis and content of the system database table are given. Then, the system is implemented by using B / S three-tier architecture model, SQL2000 as the database server and VS.NET development platform, and ADO.NET technology to achieve efficient database communication. According to the actual working requirements of the bank, the software development of CRM system has been completed. Finally, the test method is introduced, and the test scheme of the system is designed. The test results are analyzed and summarized by test cases.
【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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