鞍山商业城客户服务管理系统设计与实现

发布时间：2019-04-24 08:58

【摘要】：众所周知,客户在现代的商业竞争有举足轻重的影响,因此客户信息安全管理和客户服务一直是众多高校、公司、企业乃至部门的大难题。根据客户的分类和系统应用环境的不同,所需要的客户信息管理系统的规模和特殊的功能需求也不尽相同。作为鞍山商业城的中型客户支持服务部门,同样也面临着客户信息与服务管理的难题。因此,为该商业城量身打造一个高效、方便、易于管理的个性化中型客户服务管理系统成为当务之急。系统设计采用.NET平台支持与技术支撑,用户使用web登陆。并使用微软公司的SQL server数据库对后台数据进行结构化管理。通过详细的数据库设计,保证了数据的结构化、安全性和高效管理。该系统专门服务于鞍山商业城的客户关系管理。所有拥有权限的人员可以通过用户名和密码登陆该系统查看和下载所需要的资料。也可以通过特殊权限管理客户信息和员工信息。顾问可以通过该系统平台提交服务申请,对客户的系统进行升级或者维护。本部拥有管理权限的人员对服务申请进行审批。审批通过后再安排服务人员进行远程或者面对面的支持服务。通过系统一段时间的试运营和正式运营,取得了良好的效果。顾问和部门工作效率都得到了极大的提升。为公司客户提供了大量的增值服务的同时,还增加了客户粘性和公司的信誉度。该系统的成功为以后的客户信息管理系统的应用提供了有效的依据。也为以后的分量级的客户服务系统的开发提供了经验,具有一定的启发意义。
[Abstract]:As we all know, customers play an important role in modern business competition. Therefore, customer information security management and customer service have always been a major problem in many universities, companies, enterprises and even departments. According to the classification of customers and the application environment of the system, the scale and special functional requirements of the customer information management system are different. As the medium-sized customer support service department of Anshan Business City, it also faces the difficult problem of customer information and service management. Therefore, it is urgent to build an efficient, convenient and easy-to-manage personalized medium-sized customer service management system for the commercial city. The system design adopts. Net platform support and technical support, users use web login. Microsoft's SQL server database is used to manage the background data structurally. Through detailed database design, the data structure, security and efficient management are guaranteed. The system is dedicated to customer relationship management in Anshan Commercial City. All authorized personnel can log in to the system via username and password to view and download the required information. You can also manage customer and employee information through special privileges. Consultants can submit service applications through the system platform to upgrade or maintain the customer's system. This department has administrative authority to examine and approve the service application. After approval passes, arrange service personnel to carry out remote or face-to-face support service. Through a period of trial operation and official operation of the system, good results have been achieved. The efficiency of consultants and departments has been greatly improved. To provide a large number of value-added services for the company's customers, but also increased customer stickiness and the credibility of the company. The success of the system provides an effective basis for the future application of customer information management system. It also provides some experience for the development of customer service system in the future, and has some enlightening significance.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2013
【分类号】：TP311.52

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