物流客户关系管理系统的设计与实现

发布时间：2019-02-21 15:00

【摘要】：物流的本质是服务，然而当前我国物流企业服务质量不高导致客户流失严重并最终给企业带来巨大的损失。面对日益激烈的市场竞争，提高客户满意度、保持客户忠诚度逐渐成为了国内物流企业关注的热点，不少企业已经展开了向“以客户为中心”的模式转移，而客户关系管理(Customer Relationship Management, CRM)由于在这场模式转移中所发挥的重要作用而受到广泛关注。另一方面，信息技术对于现代企业经营的支撑与推动作用也已毋庸置疑。因此，，设计符合物流行业客户关系管理业务特点的CRM系统具有重要的理论价值与广阔的应用前景。论文以物流行业客户关系管理系统为研究对象，从物流行业客户关系管理的业务特点出发，结合对标准的开发平台框架以及关键技术的研究与使用，完成了一套可应用实施的CRM系统解决方案。首先，论文在对相关系统实现技术进行研究的基础上，对所使用的ASP、数据库、B/S架构进行了简要介绍；接着在对已有CRM系统实现充分研究的基础上，总结了CRM系统开发的原则与方法，并指出了本文所使用的分析设计方法以及开发环境；以此为基础，结合重庆耐德工业股份有限公司的实际需求，设计了一套基于ASP平台的物流客户关系管理系统，其主要分析设计内容包括：1.系统软硬件需求分析2.系统总体设计3.系统各模块详细设计4.数据库设计5.算法设计6. SRA认证信息设计；最后，论文对主要模块的系统实现进行了详细介绍，并基于相关测试对系统进行了客观的分析评估。SRA认证信息是本系统一大特点，有效的保证了系统软件的安全性能。
[Abstract]:The essence of logistics is service, however, the service quality of logistics enterprises in our country is not high at present, which leads to the loss of customers and finally brings huge losses to the enterprises. In the face of increasingly fierce market competition, increasing customer satisfaction and maintaining customer loyalty have gradually become the focus of attention of domestic logistics enterprises. Many enterprises have begun to transfer to the "customer-centered" mode. Customer relationship Management (CRM) (Customer Relationship Management, CRM) has been widely concerned because of its important role in this mode transfer. On the other hand, the support and promotion of information technology to modern enterprises is beyond doubt. Therefore, the design of CRM system in accordance with the characteristics of customer relationship management in logistics industry has important theoretical value and broad application prospect. This paper takes the customer relationship management system of logistics industry as the research object, starting from the business characteristics of customer relationship management in logistics industry, combining the standard development platform framework and the research and use of key technologies. A set of CRM system solution which can be applied and implemented is completed. First of all, on the basis of the research on the related system implementation technology, the paper briefly introduces the ASP, database and the B / S architecture. Then, based on the full research of the existing CRM system, the principles and methods of CRM system development are summarized, and the analysis and design methods and development environment used in this paper are pointed out. On this basis, combined with the actual demand of Chongqing Ned Industrial Co., Ltd, a set of logistics customer relationship management system based on ASP platform is designed. The main analysis and design contents are as follows: 1. Software and hardware requirements analysis of the system 2. The overall design of the system is 3. Each module of the system is designed in detail. Database design 5. Algorithm design. SRA authentication information design; Finally, the system implementation of the main modules is introduced in detail, and the system is objectively analyzed and evaluated based on the relevant tests. SRA authentication information is a major feature of the system, which effectively ensures the security performance of the system software.
【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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