汉峰传媒客户关系管理系统的设计与实现
发布时间：2018-08-12 20:46
【摘要】：面对激烈的市场竞争,企业在寻求能帮助企业提高竞争能里的方法和途径。客户关系管理通过对客户信息的管理、分析以及企业业务流程的重组和量化管理,帮助企业优化管理方式并提供决策支持。在企业经营中实施CRM成为企业提高核心竞争力的手段。 论文详细论述了根据河南汉峰文化传媒公司的实际需求,进行分析与设计CRM系统的过程。论文在对课题的研究背景和意义深入分析的基础上,探讨客户关系管理系统在中小企业的实施过程中存在的问题以及国内外的研究现状；深入研究了客户关系管理和数据挖掘的基本理论和技术,并对数据挖掘与CRM的融合,在CRM实施数据挖掘的流程及数据挖掘在CRM的应用进行了重点探讨和分析；通过深入企业实际调研,全面了解企业实际情况,明确了CRM系统的目标和需要解决的问题,确定了企业业务流程及功能架构；对系统设计与实现过程进行了详细的介绍；对重点模块的实现和采用的技术基于ADO.NET的Stream对象图片存取和系统决策管理中基于决策树的客户价值分析进行详细分析；通过对系统进行测试的结果表明系统的性能和功能满足企业的实际需求；最后对研究成果进行了客观的评价,并对未来的发展方向做了分析与展望。 系统采用B/S体系结构,SQL Server2005数据库,利用Microsoft.NET及相关技术体系对其核心模块开发实现。CRM系统的功能主要包括五大功能模块。客户管理模块除了实现客户基本信息管理模,还具有公库管理、客户回访等功能。媒体管理模块实现对媒体的基本信息管理、媒体维护及租赁管理功能;合同管理模块主要实现合同签订过程中的流程控制；分析决策管理模块实现对客户及媒体的价值分析为企业决策服务；系统维护主要负责系统权限的分配及角色配咒。该CRM系统实现了企业经营活动与决策的自动化和一体化。 系统已交付企业试运行,CRM系统的应用优化了企业的业务流程,提高了工作效率,基本实现了预期的目标。随着应用的深入,将会继续开发移动版的客户端系统,更加方便用户的使用。
[Abstract]:In the face of fierce market competition, enterprises are looking for ways and means to help them improve their competitive performance. Customer relationship management (CRM) helps enterprises to optimize their management methods and provide decision support through customer information management, analysis, and business process reengineering and quantitative management. The implementation of CRM in enterprise management has become a means for enterprises to improve their core competitiveness. According to the actual demand of Henan Hanfeng Culture Media Company, the process of analyzing and designing CRM system is discussed in detail. Based on the deep analysis of the research background and significance of the subject, this paper discusses the problems existing in the implementation of customer relationship management system in small and medium-sized enterprises and the current research situation at home and abroad. The basic theory and technology of customer relationship management and data mining are deeply studied, and the integration of data mining and CRM, the process of implementing data mining in CRM and the application of data mining in CRM are discussed and analyzed emphatically. Through the thorough investigation of the enterprise, the actual situation of the enterprise is fully understood, the objectives and problems of the CRM system are clarified, the business process and the functional framework of the enterprise are determined, and the design and implementation process of the system is introduced in detail. The implementation and technology of key modules are analyzed in detail based on Stream object picture access based on ADO.NET and customer value analysis based on decision tree in system decision management. The test results show that the performance and function of the system meet the actual needs of the enterprise. Finally, the research results are objectively evaluated, and the future development direction is analyzed and prospected. The system adopts the system structure of B / S and SQL Server2005 database, and uses Microsoft.NET and related technical system to develop and implement the core modules of the system. The functions of the system include five main functional modules. Customer management module not only realizes the basic customer information management model, but also has the functions of public library management, customer return visit and so on. The media management module realizes the basic information management, the media maintenance and the rental management function of the media, the contract management module mainly realizes the process control in the contract signing process. The analysis decision management module realizes the value analysis to the customer and the media, and the system maintenance is mainly responsible for the assignment of the system authority and the role mantra. The CRM system realizes the automation and integration of business activities and decision-making. The application of CRM system, which has been delivered to the enterprise, optimizes the business process, improves the working efficiency, and basically achieves the expected goal. As the application deepens, will continue to develop the mobile version of the client system, more user-friendly.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52
本文编号：2180316
[Abstract]:In the face of fierce market competition, enterprises are looking for ways and means to help them improve their competitive performance. Customer relationship management (CRM) helps enterprises to optimize their management methods and provide decision support through customer information management, analysis, and business process reengineering and quantitative management. The implementation of CRM in enterprise management has become a means for enterprises to improve their core competitiveness. According to the actual demand of Henan Hanfeng Culture Media Company, the process of analyzing and designing CRM system is discussed in detail. Based on the deep analysis of the research background and significance of the subject, this paper discusses the problems existing in the implementation of customer relationship management system in small and medium-sized enterprises and the current research situation at home and abroad. The basic theory and technology of customer relationship management and data mining are deeply studied, and the integration of data mining and CRM, the process of implementing data mining in CRM and the application of data mining in CRM are discussed and analyzed emphatically. Through the thorough investigation of the enterprise, the actual situation of the enterprise is fully understood, the objectives and problems of the CRM system are clarified, the business process and the functional framework of the enterprise are determined, and the design and implementation process of the system is introduced in detail. The implementation and technology of key modules are analyzed in detail based on Stream object picture access based on ADO.NET and customer value analysis based on decision tree in system decision management. The test results show that the performance and function of the system meet the actual needs of the enterprise. Finally, the research results are objectively evaluated, and the future development direction is analyzed and prospected. The system adopts the system structure of B / S and SQL Server2005 database, and uses Microsoft.NET and related technical system to develop and implement the core modules of the system. The functions of the system include five main functional modules. Customer management module not only realizes the basic customer information management model, but also has the functions of public library management, customer return visit and so on. The media management module realizes the basic information management, the media maintenance and the rental management function of the media, the contract management module mainly realizes the process control in the contract signing process. The analysis decision management module realizes the value analysis to the customer and the media, and the system maintenance is mainly responsible for the assignment of the system authority and the role mantra. The CRM system realizes the automation and integration of business activities and decision-making. The application of CRM system, which has been delivered to the enterprise, optimizes the business process, improves the working efficiency, and basically achieves the expected goal. As the application deepens, will continue to develop the mobile version of the client system, more user-friendly.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52
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