基于SSH的客户关系管理系统的设计与实现

发布时间：2018-07-10 01:29

本文选题：客户关系管理 + SSH　；参考：《昆明理工大学》2013年硕士论文

【摘要】：随着信息技术的不断发展,企业对客户关系管理(Customer Relationship Management, CRM)也越来越重视。随着中国加入WTO,企业将面临更为激烈的竞争,引进客户关系管理系统无疑是解决这一问题的重要举措。客户关系管理是一种旨在改善企业与客户之间关系的新型管理机制,它实施于企业的市场营销、销售、服务与技术支持等与客户有关的领域,其目标是通过管理与客户间的互动,努力减少销售环节,降低销售成本,实现最终效果的提高。信息时代是客户短缺的时代,企业发展所需的各种资源,比如人力、物力、生产力等等都是可以创造的,但每个领域中的客户资源却是有限的,所以通过产品的创新、企业管理的创新、服务的创新,我们可以以此来抢占有限的客户资源、维护好企业和客户之间的关系、从而去更深地了解客户的需求动向,这些所需的各方面的努力已成为企业生存发展面临的重大问题。企业要在激烈的市场竞争中立于不败之地,就必须找到一种全新的管理理念和管理手段,对其内部和外部资源进行有效的整合。对于每个企业来说客户管理的完善程度将直接影响企业的经济效益。因此,CRM的引入对企业的发展至关重要。论文首先介绍了国内外关于CRM系统的理念、类型,以及系统结构及技术实现情况。在分析比较目前软件体系结构中C/S和B/S两种典型模式,总结其优缺点的基础上,确定了基于SSH模式作为本系统的设计模式。系统采用Struts、Hibernate、Spring框架以及ExtJS技术,详尽阐述了客户关系信息管理系统(CRM)的设计与实现。系统包括六个功能模块-----营销管理、客户管理、服务管理、统计报表、基础数据以及权限管理。在对系统分析设计的基础上,采用MyEclipse作为开发工具,Microsoft SQL Server2005作为后台数据库系统,使用J2EE中的Struts、Hibernate、Spring框架进行整合开发。论文在软件工程和设计模式思想的指导下,论述了基于SSH模式的CRM系统的系统设计和实现过程,主要包括系统体系结构设计、系统功能设计、数据库设计、系统界面的设计以及相关模块的实现。论文最后对系统开发过程进行了总结,并对CRM系统的发展做出了展望。
[Abstract]:With the development of information technology, enterprises pay more and more attention to customer relationship Management (CRM). With China's entry into WTO, enterprises will face more fierce competition. The introduction of customer relationship management system is undoubtedly an important measure to solve this problem. Customer relationship management (CRM) is a new management mechanism aimed at improving the relationship between enterprises and customers. It is implemented in the fields of marketing, sales, service and technical support, etc. Its goal is to reduce the sales links and reduce the sales cost through the interaction between the management and the customer, so as to improve the final effect. The information age is an era of customer shortage. All kinds of resources needed for enterprise development, such as manpower, material resources, productivity and so on, can be created, but the customer resources in every field are limited, so through product innovation, Innovation in enterprise management and innovation in service can be used to seize limited customer resources and maintain a good relationship between enterprises and customers, so as to better understand the needs of customers. These efforts have become a major problem facing the survival and development of enterprises. In order to be invincible in the fierce market competition, enterprises must find a new management concept and management means to effectively integrate their internal and external resources. For each enterprise, the degree of perfection of customer management will directly affect the economic benefits of the enterprise. Therefore, the introduction of CRM is very important to the development of enterprises. This paper first introduces the concept, types, system structure and technical implementation of CRM system at home and abroad. On the basis of analyzing and comparing two typical models of C / S and B / S in current software architecture and summarizing their merits and demerits, the design pattern based on SSH is determined. Using Struts hibernate Spring framework and Ext JS technology, the design and implementation of customer relationship Information Management system (CRM) are described in detail. The system includes six functional modules-marketing management, customer management, service management, statistical report, basic data and authority management. Based on the analysis and design of the system, we use MyEclipse as the development tool and Microsoft SQL Server 2005 as the backstage database system, and use Struts & hibernate Spring framework in J2EE to integrate and develop. Under the guidance of software engineering and design pattern, this paper discusses the system design and implementation process of CRM system based on SSH mode, including system architecture design, system function design, database design, etc. The design of the system interface and the implementation of related modules. Finally, the paper summarizes the development process of the system and prospects the development of CRM system.
【学位授予单位】：昆明理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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