鞋材企业客户关系管理系统设计与实现

发布时间：2018-10-18 09:25

【摘要】：客户关系管理(CRM)是一种“以客户为核心”的商务模式，作为一种解决方案，集合了数据仓库、专家系统、CIT、云计算、移动技术等几乎所有目前最新的信息技术，对CRM的研究，将会冲击企业原有的营销、销售、服务等管理理念。如何及时恰当的引入信息管理系统，而不是流于形式，是企业面临的困局。从该点出发，构建基于B/S构架的客户关系管理系统，摈弃原有的客户管理模式，解决客户数据的不完整性和不一致性，提升数据的有效性，最终深层次的挖掘客户资源，维护老客户，发现潜在客户，从而增强企业核心竞争力。本系统的设计，以最新的客户关系管理理论为出发点，，针对鞋材企业的客户关系管理。技术实现以微软的.net技术为框架，集成化开发工具选用Visual Studio2010，数据库选用微软SQL Server2000，应用服务器为IIS6.0，整体采用B/S构架。出于对客户隐私以及安全性的考虑，对WEB系统常见的SQL注入攻击加以预防，敏感信息采用了MD5技术加密存储。顺应今后发展需要，在软件设计过程中，充分考虑了移动应用的实现。在设计过程中，灵活运用软件工程的思想方法以及UML建模技术，总体设计阶段，在需求分析的基础上，给出系统用例图，定义系统的功能需求，进行功能模块的划分，将整个系统划分为五块，分别是基础数据管理、客户关系管理、客户关怀管理、系统设置管理与数据库；详细设计阶段包括数据库设计、流程设计和界面设计。实现了为客户分配，客户联系、客户拜访的全流程的管理，并提示业务员及时进行客户关怀，对客户关怀的结果予以反馈，实现数据的备份以及恢复。在引入客户关系管理系统后，客户管理工作的有效性和针对性得到全面提升，客户关怀措施准确到位，老客户忠诚度提高，新客户得以挖掘。系统运行稳定、安全、可靠。
[Abstract]:Customer relationship Management (CRM) is a "customer-centered" business model. As a solution, it integrates data warehouse, expert system, CIT, cloud computing, mobile technology and so on. Will impact the original marketing, sales, service and other management concepts. How to introduce information management system in time instead of mere formality is the difficulty that enterprises face. From this point of view, a customer relationship management system based on B / S structure is constructed, which abandons the original customer management mode, solves the incompleteness and inconsistency of customer data, promotes the validity of data, and finally excavates customer resources deeply. Maintain old customers, identify potential customers, thereby enhancing the core competitiveness of the enterprise. The system design, based on the latest customer relationship management theory, aimed at shoe enterprise customer relationship management. The technology implementation is based on Microsoft. Net technology, and the integrated development tools are Visual Studio2010, database, Microsoft SQL Server2000, application server, IIS6.0, and B / S architecture. For the sake of customer privacy and security, the common SQL injection attack in WEB system is prevented, and the sensitive information is encrypted and stored by MD5 technology. In the process of software design, the realization of mobile application is fully considered. In the design process, flexible use of software engineering ideas and UML modeling technology, the overall design phase, on the basis of requirements analysis, gives the system use case diagram, defines the functional requirements of the system, and divides the functional modules. The whole system is divided into five parts, namely, basic data management, customer relationship management, customer care management, system setting management and database; the detailed design stage includes database design, process design and interface design. It realizes the management of the whole process of customer distribution, customer contact and customer visit, and prompts the salesman to take customer care in time, feedback the result of customer care, and realize the backup and recovery of data. After the introduction of customer relationship management system, the effectiveness and pertinence of customer management work has been comprehensively enhanced, customer care measures are in place accurately, the loyalty of old customers is improved, and new customers can be excavated. The system is stable, safe and reliable.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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