中小企业客户关系管理系统的设计与实现
发布时间：2018-10-09 15:18
【摘要】：世界经济正向着全球一体化的大方向迅速发展,市场竞争也变得日趋激烈。企业之间的竞争也从过去的产品竞争转变为客户关系竞争,为了获得更广阔的市场前景、占据更大的市场份额,企业把考虑的核心问题放到了如何赢取客户、获得客户信赖上。如何有效管理客户信息这一企业重要资源成为企业迫切需要解决的问题,客户关系管理CRM正是在此背景下应运而生。 本文是针对济南方诚花岗岩石公司销售市场规模逐渐扩大、而且尚无客户管理系统的现状,设计并实现中小企业客户关系管理系统。旨在设计并实现一个操作简便、功能实用的客户关系管理系统,为公司的市场部广大职工服务。 论文经过系统分析,再针对不同角色用户的具体需求,提出客户关系管理系统的具体实现方案。方案采用数据访问和应用分离的三层框架架构,在Visual Studio2008开发平台上利用ASP.NET技术结合SQL Server2005数据库实现基于B/S模式的中小企业客户关系管理系统。 系统实现了客户管理、销售管理、客户服务管理、仓库管理、决策支持管理等六大功能应用。其中,客户管理是核心功能模块,它负责记录公司所有客户的详细资料,包括与客户相关的基本信息、联系人信息、合同信息,系统用户可以在该模块实现客户资料添加、删除、更新等的综合管理,实现了公司客户信息管理的系统化。销售管理包含销售机会管理和客户开发计划管理两个模块,业务员通过销售机会管理可以对销售过程中发现的潜在机会进行记录、修改等操作,通过客户开发计划可以详细制定下一步对新、老客户的开发目标等,以此来提高公司销售效率。通过对决策支持功能的研发,为公司领导制定决策提供了有价值的数据参考。最后,对系统进行了总结分析,对未来的应用提出了展望。 论文研究的方案将软件工程的思想应用到客户关系管理系统的开发中,从可行性分析、需求分析、系统框架、详细设计、编码实现等方面详细论述了系统的开发流程。本系统具有操作简单,界面友好,维护方便等特点。目前,该中小企业客户关系管理系统已在济南方诚花岗岩石公司正式上线运行,运行状态稳定。
[Abstract]:The world economy is developing rapidly in the direction of global integration, and the market competition is becoming increasingly fierce. The competition among enterprises has also changed from the past product competition to the customer relationship competition. In order to obtain a broader market prospect and occupy a larger market share, enterprises put the core question of how to win customers and gain customer trust. How to effectively manage customer information, an important resource of enterprise, has become an urgent problem that enterprises need to solve. Customer relationship management (CRM) emerges as the times require under this background. In view of the fact that the sales market scale of Fangcheng Granite Rock Company in Jinan is gradually expanding, and there is no customer management system, this paper designs and implements the customer relationship Management system for small and medium-sized enterprises. To design and implement a simple, functional customer relationship management system for the company's marketing staff. After systematic analysis, according to the specific needs of different role users, the paper puts forward a specific implementation scheme of customer relationship management system. The scheme adopts a three-tier framework of data access and application separation, using ASP.NET technology and SQL Server2005 database on Visual Studio2008 development platform to realize the customer relationship management system of small and medium-sized enterprises based on B / S mode. The system realizes six functions such as customer management, sales management, customer service management, warehouse management and decision support management. Among them, customer management is the core function module, it is responsible for recording all customer details, including the basic information related to customers, contact information, contract information, system users can achieve customer data in this module, Delete, update and other comprehensive management, achieve the company's customer information management systematization. Sales management includes two modules: sales opportunity management and customer development plan management. Through sales opportunity management, salespeople can record and modify potential opportunities found in the sales process. Through the customer development plan, we can define the next development target for new and old customers, so as to improve the company's sales efficiency. Through the research and development of decision support function, it provides valuable data reference for company leaders to make decisions. Finally, the system is summarized and analyzed, and the future application is prospected. In this paper, the idea of software engineering is applied to the development of customer relationship management system. The development process of the system is discussed in detail from the aspects of feasibility analysis, requirement analysis, system framework, detailed design, coding implementation and so on. The system has the characteristics of simple operation, friendly interface and convenient maintenance. At present, the small and medium-sized enterprise customer relationship management system has been officially running in Jinan Fangcheng Granite Rock Company.
【学位授予单位】：中国海洋大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52
本文编号：2259807
[Abstract]:The world economy is developing rapidly in the direction of global integration, and the market competition is becoming increasingly fierce. The competition among enterprises has also changed from the past product competition to the customer relationship competition. In order to obtain a broader market prospect and occupy a larger market share, enterprises put the core question of how to win customers and gain customer trust. How to effectively manage customer information, an important resource of enterprise, has become an urgent problem that enterprises need to solve. Customer relationship management (CRM) emerges as the times require under this background. In view of the fact that the sales market scale of Fangcheng Granite Rock Company in Jinan is gradually expanding, and there is no customer management system, this paper designs and implements the customer relationship Management system for small and medium-sized enterprises. To design and implement a simple, functional customer relationship management system for the company's marketing staff. After systematic analysis, according to the specific needs of different role users, the paper puts forward a specific implementation scheme of customer relationship management system. The scheme adopts a three-tier framework of data access and application separation, using ASP.NET technology and SQL Server2005 database on Visual Studio2008 development platform to realize the customer relationship management system of small and medium-sized enterprises based on B / S mode. The system realizes six functions such as customer management, sales management, customer service management, warehouse management and decision support management. Among them, customer management is the core function module, it is responsible for recording all customer details, including the basic information related to customers, contact information, contract information, system users can achieve customer data in this module, Delete, update and other comprehensive management, achieve the company's customer information management systematization. Sales management includes two modules: sales opportunity management and customer development plan management. Through sales opportunity management, salespeople can record and modify potential opportunities found in the sales process. Through the customer development plan, we can define the next development target for new and old customers, so as to improve the company's sales efficiency. Through the research and development of decision support function, it provides valuable data reference for company leaders to make decisions. Finally, the system is summarized and analyzed, and the future application is prospected. In this paper, the idea of software engineering is applied to the development of customer relationship management system. The development process of the system is discussed in detail from the aspects of feasibility analysis, requirement analysis, system framework, detailed design, coding implementation and so on. The system has the characteristics of simple operation, friendly interface and convenient maintenance. At present, the small and medium-sized enterprise customer relationship management system has been officially running in Jinan Fangcheng Granite Rock Company.
【学位授予单位】：中国海洋大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52
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