电信客户关系管理系统设计与实现
发布时间：2019-03-02 15:56
【摘要】：中国电信行业市场竞争日趋激烈，为提高企业的核心竞争力，实现“以市场为导向，以客户为中心，以效益为目标”的企业战略，满足用户多样化和个性化的通信需求，需要建立和实施客户关系管理系统。客户关系管理（CRM）是电信运营商增加收入和利润、提高客户满意度和忠诚度、提高生产率并降低成本的有效工具。 本文根据实际业务需要，基于Java技术和MySQL数据库技术，使用Eclipse开发平台，通过Struts+Hibernate+Spring技术框架构建适合电信企业的客户关系管理系统。 首先根据电信企业的内外部环境，建立了客户关系管理系统的业务模型，在这个业务模型的基础上，对客户关系管理系统的功能模块进行了划分。然后设计和实现了各个功能模块，主要包括客户信息管理、市场信息管理、销售信息管理、服务信息管理四个部分。最后对系统的两个关键算法做了分析和介绍，一是客户满意度的计算算法，，二是客户忠诚度的因素分析。
[Abstract]:In order to improve the core competitiveness of enterprises and realize the enterprise strategy of "market-oriented, customer-centered and benefit-oriented", the market competition in China telecom industry is becoming more and more fierce, so as to meet the diversified and personalized communication needs of users. Need to establish and implement customer relationship management system. Customer relationship Management (CRM) is an effective tool for telecom operators to increase revenue and profit, improve customer satisfaction and loyalty, improve productivity and reduce costs. In this paper, according to the actual business needs, based on the Java technology and MySQL database technology, using the Eclipse development platform, through the Struts Hibernate Spring technical framework to build a customer relationship management system suitable for telecom enterprises. Firstly, according to the internal and external environment of telecom enterprises, the service model of customer relationship management system is established. On the basis of this service model, the function modules of customer relationship management system are divided. Then each functional module is designed and implemented, including customer information management, market information management, sales information management and service information management. Finally, two key algorithms of the system are analyzed and introduced, one is the calculation algorithm of customer satisfaction, the other is the factor analysis of customer loyalty.
【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
本文编号：2433205
[Abstract]:In order to improve the core competitiveness of enterprises and realize the enterprise strategy of "market-oriented, customer-centered and benefit-oriented", the market competition in China telecom industry is becoming more and more fierce, so as to meet the diversified and personalized communication needs of users. Need to establish and implement customer relationship management system. Customer relationship Management (CRM) is an effective tool for telecom operators to increase revenue and profit, improve customer satisfaction and loyalty, improve productivity and reduce costs. In this paper, according to the actual business needs, based on the Java technology and MySQL database technology, using the Eclipse development platform, through the Struts Hibernate Spring technical framework to build a customer relationship management system suitable for telecom enterprises. Firstly, according to the internal and external environment of telecom enterprises, the service model of customer relationship management system is established. On the basis of this service model, the function modules of customer relationship management system are divided. Then each functional module is designed and implemented, including customer information management, market information management, sales information management and service information management. Finally, two key algorithms of the system are analyzed and introduced, one is the calculation algorithm of customer satisfaction, the other is the factor analysis of customer loyalty.
【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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