基于.NET的客户关系管理系统的设计与实现

发布时间：2018-11-25 17:31

【摘要】：客户关系管理(CRM)是一种以实现企业利润最大化，并且为企业客户带来最大利益为目的的一种营销策略。在策略实施的过程中，以客户为中心，利用信息技术加强管理。企业在进行管理的过程中，受到IT技术快速发展的影响，客户关系管理越来越受到企业管理者的重视。尤其是近年来，客户关系管理系统（CRMS）在网络技术发展的带动下也迅速地发展起来。现代企业为了从客户身上找到新的商机，与客户保持更紧密地联系，于是纷纷建立客户关系管理系统。本文通过小型客户关系管理系统的设计与实现，系统阐述了定制企业客户关系管理系统的过程。客户关系管理系统应该以客户为核心，并尽可能多的提供各种人性化功能，比如客户生日提醒、客户满意度评价等来保证客户资源不流失。本文是采用管理信息系统的开发方法，结合中小企业自身的特点，依据客户关系管理的内在规律完成了中小企业客户关系管理系统的开发。本客户关系管理系统能够使中小企业拥有符合自身发展要求的客户信息系统，帮助中小企业转变经营策略，真正实现客户利益最大化。同时，通过客户关系的管理寻找潜在客户，在客户价值和企业利润双赢的基础上营造良好的企业与客户关系，增强企业的竞争力。论文首先阐述了系统研发的背景，系统研发的现状和发展趋势，，然后介绍了在系统设计过程中所用到的相关技术。通过走访大量中小企业用户，了解中小企业的实际需求，提出系统设计的整体需求分析，在此基础上提出设计目标和实现方法。本文对客户关系管理系统的整体架构、功能设计也做了深入的剖析，并对数据库的设计与实现方法做了详细的阐述。基本实现了需求分析中提出的各项功能，测试效果满足用户需求。
[Abstract]:Customer relationship Management (CRM) is a kind of marketing strategy which aims to maximize the profits of enterprises and bring maximum benefits to customers. In the implementation of the strategy, customer-centered, using information technology to strengthen management. In the process of enterprise management, customer relationship management (CRM) is paid more and more attention by enterprise managers because of the rapid development of IT technology. Especially in recent years, the customer relationship management system (CRMS) has developed rapidly with the development of network technology. In order to find new business opportunities from customers, modern enterprises maintain closer contact with customers, so they set up customer relationship management system one after another. This paper describes the process of customizing customer relationship management system through the design and implementation of a small customer relationship management system. Customer relationship management system should take the customer as the core, and provide as many humanized functions as possible, such as customer birthday reminder, customer satisfaction evaluation and so on, to ensure that customer resources are not lost. This paper adopts the development method of management information system and combines the characteristics of small and medium-sized enterprises and completes the development of customer relationship management system of small and medium-sized enterprises according to the inherent law of customer relationship management. The customer relationship management system can make the small and medium-sized enterprises have the customer information system which can meet their own development requirements, help the small and medium-sized enterprises to change the management strategy, and realize the customer benefit maximization. At the same time, through the management of customer relationship to find potential customers, on the basis of customer value and profit win-win to create a good relationship between enterprises and customers, enhance the competitiveness of enterprises. Firstly, the background, current situation and development trend of system research and development are described, and then the related technologies used in system design are introduced. By visiting a large number of users of small and medium-sized enterprises to understand the actual needs of small and medium-sized enterprises, this paper puts forward the overall requirement analysis of the system design, and puts forward the design objectives and implementation methods on this basis. In this paper, the overall structure of customer relationship management system, functional design has also been deeply analyzed, and the database design and implementation methods are described in detail. The functions proposed in the requirement analysis are basically realized, and the test results meet the needs of the users.
【学位授予单位】：吉林大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP311.52

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