兰光综合客户关系管理系统的设计与实现

发布时间：2018-08-28 17:05

【摘要】：Labthink兰光是一家以实验室检测仪器研发制造和实验室IT服务为核心业务的企业。随着公司业务的不断的扩展、需求客户的大量提升、企业管理人员的管理的理念不断的更新,兰光由之前的以产品为中心的管理模式逐步转向以客户为中心的管理模式。本文根据兰光公司提出的转变需求,经过分析兰光公司实际需求和业务流程,并结合客户关系管理的思想,设计和实现了一个针对兰光企业所用的综合客户关系管理系统。首先,本文根据兰光综合客户关系管理系统项目的背景,在分析兰光公司需要解决的问题的基础上,分析了系统的功能性需求和非功能性需求。根据所得到的需求分析,进一步讨论了兰光综合客户关系管理系统的架构设计。在系统架构设计中分为技术架构和功能架构这两个方面进行了针对性的分析和设计讨论。在技术架构设计中,我们着重分析了模型-视图-控制器三层框架结构。在分析了系统架构设计之后,我们又进行了兰光综合客户关系管理系统的详细设计。根据需求分析设计中提出的售前的线索、商机管理和售后的发货单、服务案例管理两条思路,分别讨论了各个模块的详细设计及数据库表结构的设计。然后,我们在系统的详细设计的基础上,对各个模块的实现进行了介绍,给出了系统的总体实现。然后着重对线索、商机、发货单、服务案例管理模块的实现进行了详细的分析。随后在系统测试环节中,主要介绍了系统的测试所需要的资源和环境、系统的测试策略、测试数据的准备及测试过程并对测试的数据结果进行了详细的分析。最后,本文对兰光综合客户关系管理系统的应用情况作了简单介绍,并对系统的设计和实现进行了总结,提出了对兰光综合客户关系管理系统的展望和改进建议。
[Abstract]:Labthink Languang is a laboratory testing instrument R & D manufacturing and laboratory IT services as the core business. With the continuous expansion of the company's business, the need for a large number of customer upgrading, the management of enterprise managers constantly updated, Languang from the previous product-centric management model to customer-centric management model. According to the change demand of Languang Company, this paper designs and implements a comprehensive customer relationship management system for Languang enterprise by analyzing the actual demand and business process of Languang Company, and combining with the idea of customer relationship Management (CRM). Firstly, according to the background of the project, this paper analyzes the functional requirements and non-functional requirements of the system on the basis of analyzing the problems that need to be solved by Languang Company. According to the requirement analysis, the architecture design of Languang Integrated customer relationship Management system is further discussed. The system architecture is divided into two aspects: technical architecture and functional architecture. In the technical architecture design, we analyze the model-view-controller three-tier frame structure. After analyzing the system architecture design, we have carried out the detailed design of Languang integrated customer relationship management system. The detailed design of each module and the design of database table are discussed according to the ideas of pre-sale clue, business opportunity management and after-sale delivery order, service case management, which are put forward in the demand analysis design. Then, based on the detailed design of the system, the implementation of each module is introduced, and the overall implementation of the system is given. Then the clue, business opportunity, delivery order, service case management module are analyzed in detail. Then in the system testing link, the paper mainly introduces the resources and environment needed for the system test, the system test strategy, the test data preparation and the test process, and analyzes the test data results in detail. Finally, this paper briefly introduces the application of Languang Integrated customer relationship Management system, summarizes the design and implementation of the system, and puts forward the prospect and improvement suggestions of Languang Integrated customer relationship Management system.
【学位授予单位】：山东大学
【学位级别】：硕士
【学位授予年份】：2015
【分类号】：TP311.52

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