汽车行业客户关系管理系统的分析与设计

发布时间：2018-07-09 15:16

本文选题：客户关系管理 + 数据库　；参考：《电子科技大学》2013年硕士论文

【摘要】：随着社会现代化和市场化程度的加大，企业竞争愈演愈烈，要想在激烈的竞争中立于不败之地。客户关系管理成功实施会给企业带来许多成功的改变。表现在以下几个方面：（1）提高了客户满意度，顾客对企业的忠诚度和企业的竞争优势都得以提高，使得收支效率呈现最大化；（2）企业人的角色担当清晰化，对业务流程重新设计，提高了处理业务的效率；（3）有效合理的利用数据资源。在CRM的研究背景和研究意义的基础之上，，本文提出了一种CRM的总体设计方案，这种方案是在可视化数据管理平台（VFP）上提出的。总的来说这一系统包括五个功能模块：客户资料的日常管理模块、客户进行投诉的管理模块、企业日程管理模块、企业报表管理模块和总系统维护模块。在可视化数据平台之上，运用现代软件工程的思想，使CRM系统达到了理想的设计目标。这种技术采用面向对象的编程，具有良好的代码可复用，扩展性能好，执行效率高。本文最后概括了对客户关系管理的主要研究内容，得出了其研究结论，提出研究过程中的问题和不足，明确了以后的设计改进方向。
[Abstract]:With the increase of social modernization and market-oriented degree, the competition of enterprises becomes more and more fierce, and they want to be invincible in the fierce competition. Successful implementation of CRM will bring many successful changes to enterprises. It is shown in the following aspects: (1) the customer satisfaction is improved, the customer's loyalty to the enterprise and the competitive advantage of the enterprise are improved, so that the revenue and expenditure efficiency is maximized; (2) the role of the enterprise person is clear. Redesign the business process to improve the efficiency of processing business; (3) effective and rational use of data resources. Based on the research background and significance of CRM, this paper presents a general design scheme of CRM, which is based on visual data management platform (VFP). In general, the system includes five functional modules: the daily management module of customer data, the management module of customer complaints, the enterprise schedule management module, the enterprise report management module and the general system maintenance module. Based on the visual data platform, the CRM system achieves the ideal design goal by using the modern software engineering idea. This technique adopts object-oriented programming, has good code reuse, good expansion performance and high execution efficiency. Finally, this paper summarizes the main research contents of customer relationship management, draws the conclusion of the research, puts forward the problems and shortcomings in the research process, and clarifies the direction of design improvement in the future.
【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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