汇丰基金公司CRM管理系统设计与实现
发布时间：2018-09-12 07:13
【摘要】：作者负责了汇丰基金管理公司CRM管理系统一期项目的计划和实现。 整个项目针对基金行业的特点,涵盖并实现了CRM系统主要的五大范围,即客户管理、销售管理、事务管理、商务管理和服务管理。中国加入WTO后,客户关系体系在中国的到了极大的发展。在中国,使客户关系管理成为企业发展和壮大的工具也正变得越来越普遍。 整个项目过程涉及了CRM理论的各个领域,同时也体现了软件工程理论的很多要点,是进行了软件工程专业学习以后一次非常有价值的实践。作者从软件工程的角度,对项目从立项到运行后评估的整个过程进行了回顾,在各个阶段选取了具有典型意义的过程加以重点阐述：项目立项的背景介绍、项目的启动阶段的需求分析(主要包括业务需求分析、业务需求分析和系统功能分析)、项目设计阶段的系统宏观设计和详细设计(主要包括系统构架设计、数据库设计以及系统功能模块和前台界面设计)、项目实施阶段的系统测试和发布；同时也介绍在汇丰基金管理公司CRM系统开发中具有广泛典型性的平台和技术。 汇丰银行基金管理公司实施CRM是为了最大限度的提高，，改善客户关系生命周期的性能。同时,为了系统集成的客户,公司,员工和其他资源的资源有效地,结构化的分配和重组,方便在客户关系生命周期的了解,使用的资源和知识,简化,优化业务流程,使公司和员工在销售,服务,市场营销活动,可以将精力集中到改善客户关系,提高性能的一个重要方面和核心业务,提高快速响应客户和员工的反馈能力,同时也带来了方便,客户,客户可以根据基金产品,方案的需求迅速获得个性化的服务。 通过参与此系统项目的整个生命周期的工作,作者对RM系统的理论和实践知识有了史加系统、全面、深入的了解。
[Abstract]:The author is responsible for the planning and implementation of the first phase of the CRM Management system project of HSBC Fund Management Company. According to the characteristics of the fund industry, the whole project covers and implements five major areas of CRM system, namely, customer management, sales management, transaction management, business management and service management. After China's entry into WTO, the customer relationship system has developed greatly in China. In China, it is becoming more and more common to make CRM a tool for the development and growth of enterprises. The whole process of the project involves various fields of CRM theory, but also embodies a lot of key points of software engineering theory, which is a valuable practice after the study of software engineering major. From the point of view of software engineering, the author reviews the whole process from project establishment to post-operation evaluation, and focuses on the selection of typical processes in each stage: background introduction of project establishment, The requirements analysis of the start-up phase of the project (including business requirements analysis, business requirements analysis and system function analysis), the macro design and detailed design of the system in the project design stage (including the system architecture design, etc.), Database design, system function module and foreground interface design), system test and release in the project implementation stage, and the typical platform and technology in the development of CRM system of HSBC fund management company are also introduced. HSBC Fund Management implements CRM to maximize performance and improve customer relationship life cycle performance. At the same time, in order to integrate the resources of customers, companies, employees and other resources effectively and structurally, it is convenient to understand, use resources and knowledge in the life cycle of customer relationships, simplify and optimize business processes, Enables companies and employees to focus on improving customer relations, improving an important aspect of performance and core business, and improving the ability to respond quickly to customers and employees in sales, service, and marketing activities. At the same time, it also brings convenience, customers can quickly get personalized services according to the needs of fund products and programs. Through participating in the whole life cycle of the project, the author has a comprehensive and in-depth understanding of the theory and practice of RM system.
【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：2238285
[Abstract]:The author is responsible for the planning and implementation of the first phase of the CRM Management system project of HSBC Fund Management Company. According to the characteristics of the fund industry, the whole project covers and implements five major areas of CRM system, namely, customer management, sales management, transaction management, business management and service management. After China's entry into WTO, the customer relationship system has developed greatly in China. In China, it is becoming more and more common to make CRM a tool for the development and growth of enterprises. The whole process of the project involves various fields of CRM theory, but also embodies a lot of key points of software engineering theory, which is a valuable practice after the study of software engineering major. From the point of view of software engineering, the author reviews the whole process from project establishment to post-operation evaluation, and focuses on the selection of typical processes in each stage: background introduction of project establishment, The requirements analysis of the start-up phase of the project (including business requirements analysis, business requirements analysis and system function analysis), the macro design and detailed design of the system in the project design stage (including the system architecture design, etc.), Database design, system function module and foreground interface design), system test and release in the project implementation stage, and the typical platform and technology in the development of CRM system of HSBC fund management company are also introduced. HSBC Fund Management implements CRM to maximize performance and improve customer relationship life cycle performance. At the same time, in order to integrate the resources of customers, companies, employees and other resources effectively and structurally, it is convenient to understand, use resources and knowledge in the life cycle of customer relationships, simplify and optimize business processes, Enables companies and employees to focus on improving customer relations, improving an important aspect of performance and core business, and improving the ability to respond quickly to customers and employees in sales, service, and marketing activities. At the same time, it also brings convenience, customers can quickly get personalized services according to the needs of fund products and programs. Through participating in the whole life cycle of the project, the author has a comprehensive and in-depth understanding of the theory and practice of RM system.
【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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本文编号：2238285
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