某银行客户关系管理系统设计与实现
发布时间：2018-11-16 11:26
【摘要】：商业银行在以往经历了很长一段时间的产品、服务供不应求时期,此期间的金融市场垄断导致了其服务意识的薄弱,总分支各级部门独自为证,以业务为中心,没有把客户的体验和需求放在首位。随着当下商业银行竞争日益激烈,加上互联网金融的不断冲击,各商业银行逐渐开始关注客户的管理,客户关系管理系统在此背景下应运而生。根据调研,目前国内部分商业银行的系统建设仍然很落后,甚至还是以账户为中心,虽然建设了类似数据仓库的集市,但各类业务系统的数据还是单独存放,数据分散单一,形成了多个信息孤岛,客户关系管理系统的建设能够把这些信息孤岛整合起来,建立联系,实现其数据价值,为银行的客户管理、客户细分、差异化服务、精准营销提供基础支撑。本论文主要分析阐述了客户关系管理系统的选题背景、目的、意义以及国内外研究现状,分析阐述了客户关系管理系统开发涉及到的相关软件开发技术,分析了系统开发的可行性,对客户关系管理系统的业务流程做了分析阐述,同时,分析了系统建设的总体目标,功能需求和非功能性需求,分析阐述了客户关系管理系统的结构、设计原则、整体架构、安全设计、异常处理,对系统的数据库进行了概要设计和逻辑设计,最后编程实现了客户关系管理系统。本文采用B/S结构作为客户关系管理系统的框架,运用MVC三层架构设计模式,使用的数据库软件为Oracle,采用JAVAEE为软件开发语言,通过EXTJS实现前端展现,实现了客户关系管理的客户360度信息整合和展现,包括对公客户的高级查询、零售客户的高级查询,对公客户的视图首页展示、对公客户基础类信息整合展示、对公客户业务汇总信息展示、对公客户财务信息展示、对公客户归属信息展示、零售客户视图首页展示、零售客户基础类信息展示、零售客户业务概览信息展示、客户层级变动信息展示、客户归属信息展示。论文最后对实现的客户关系管理系统进行了测试工作,包括测试目标与内容的整理、测试案例的编写、测试网络、测试软硬件环境的准备,根据测试结果,进一步修改程序的错误,完善了系统功能,最后根据性能目标进行了性能测试,提升了系统使用的性能和稳定性。客户关系管理系统的开发,可以对客户信息进行全面整合,实现信息充分共享,有利于减少银行客户经理的工作量,提高银行管理层的工作效率,节省管理成本,也有利于客户信息的查询、随时掌握客户业务以及其自身各个方面变化的情况,确保客户360度信息的准确无误,保证为客户提供更为快捷与周到的服务,把“为客户解决需求”的理念贯彻到银行的所有环节中。
[Abstract]:In the past, commercial banks have experienced a long period of product and service supply exceeding supply. During this period, the monopoly of financial market led to the weakness of their service consciousness. The customer's experience and needs are not at the top of the list. With the increasingly fierce competition of commercial banks and the continuous impact of Internet finance, commercial banks gradually began to pay attention to customer management, customer relationship management system came into being under this background. According to the investigation, the system construction of some domestic commercial banks is still very backward at present, even taking the account as the center. Although the market similar to the data warehouse has been built, the data of all kinds of business systems are still stored separately, and the data are scattered and single. The construction of customer relationship management system can integrate these isolated information islands, establish connections, realize their data value, and serve for customer management, customer segmentation and differentiation of banks. Precision marketing provides basic support. This paper mainly analyzes the background, purpose, significance and current research situation of customer relationship management system, and analyzes the related software development technology involved in the development of customer relationship management system. The feasibility of the system development is analyzed, and the business process of the CRM system is analyzed. At the same time, the overall goal, functional requirements and non-functional requirements of the system construction are analyzed. The structure, design principle, overall structure, security design, exception handling of the customer relationship management system are analyzed and expounded. The database of the system is designed briefly and logically. Finally, the customer relationship management system is realized by programming. In this paper, B / S structure is used as the framework of customer relationship management system, the design pattern of MVC three-tier architecture is used, the database software is Oracle, and JAVAEE is used as the software development language, and the front-end display is realized through EXTJS. Realized customer 360-degree information integration and display of customer relationship management, including advanced inquiry to public customer, advanced inquiry of retail customer, display of view home page to public customer, integration display of basic information of public customer, To the public customer service summary information display, to the public customer financial information display, to the public customer ownership information display, retail customer view home page display, retail customer basic class information display, retail customer business overview information display, Customer level change information display, customer ownership information display. At the end of the paper, the test work of the CRM system is carried out, including the arrangement of the test objectives and contents, the compilation of test cases, the test network, the preparation of the software and hardware environment, and the test results. The error of the program is further modified and the system function is perfected. Finally, the performance test is carried out according to the performance target, which improves the performance and stability of the system. The development of customer relationship management system can fully integrate customer information, realize full information sharing, reduce the workload of bank customer manager, improve the efficiency of bank management, and save management cost. It is also conducive to the inquiry of customer information, to keep abreast of the changes in customer business and its own aspects, to ensure the accuracy of the customer's 360-degree information, and to ensure a faster and more considerate service for customers. The concept of "solving customer needs" will be implemented in all aspects of the bank.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP311.52
本文编号：2335389
[Abstract]:In the past, commercial banks have experienced a long period of product and service supply exceeding supply. During this period, the monopoly of financial market led to the weakness of their service consciousness. The customer's experience and needs are not at the top of the list. With the increasingly fierce competition of commercial banks and the continuous impact of Internet finance, commercial banks gradually began to pay attention to customer management, customer relationship management system came into being under this background. According to the investigation, the system construction of some domestic commercial banks is still very backward at present, even taking the account as the center. Although the market similar to the data warehouse has been built, the data of all kinds of business systems are still stored separately, and the data are scattered and single. The construction of customer relationship management system can integrate these isolated information islands, establish connections, realize their data value, and serve for customer management, customer segmentation and differentiation of banks. Precision marketing provides basic support. This paper mainly analyzes the background, purpose, significance and current research situation of customer relationship management system, and analyzes the related software development technology involved in the development of customer relationship management system. The feasibility of the system development is analyzed, and the business process of the CRM system is analyzed. At the same time, the overall goal, functional requirements and non-functional requirements of the system construction are analyzed. The structure, design principle, overall structure, security design, exception handling of the customer relationship management system are analyzed and expounded. The database of the system is designed briefly and logically. Finally, the customer relationship management system is realized by programming. In this paper, B / S structure is used as the framework of customer relationship management system, the design pattern of MVC three-tier architecture is used, the database software is Oracle, and JAVAEE is used as the software development language, and the front-end display is realized through EXTJS. Realized customer 360-degree information integration and display of customer relationship management, including advanced inquiry to public customer, advanced inquiry of retail customer, display of view home page to public customer, integration display of basic information of public customer, To the public customer service summary information display, to the public customer financial information display, to the public customer ownership information display, retail customer view home page display, retail customer basic class information display, retail customer business overview information display, Customer level change information display, customer ownership information display. At the end of the paper, the test work of the CRM system is carried out, including the arrangement of the test objectives and contents, the compilation of test cases, the test network, the preparation of the software and hardware environment, and the test results. The error of the program is further modified and the system function is perfected. Finally, the performance test is carried out according to the performance target, which improves the performance and stability of the system. The development of customer relationship management system can fully integrate customer information, realize full information sharing, reduce the workload of bank customer manager, improve the efficiency of bank management, and save management cost. It is also conducive to the inquiry of customer information, to keep abreast of the changes in customer business and its own aspects, to ensure the accuracy of the customer's 360-degree information, and to ensure a faster and more considerate service for customers. The concept of "solving customer needs" will be implemented in all aspects of the bank.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2017
【分类号】：TP311.52
【参考文献】
相关期刊论文 前3条
1 周丽丽;段海涛;;企业客户关系管理现状研究[J];商场现代化;2008年17期
2 季新梅;客户关系管理的价值及实施要点[J];市场周刊(研究版);2005年05期
3 荆宁宁,杨亚达;客户的分类与管理[J];中国质量;2002年08期
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