北方通达公司客户关系管理系统的设计与实现

发布时间：2019-05-08 02:07

【摘要】：随着信息技术的快速发展,客户关系管理系统随之产生,利用该系统可以完成客户信息的共享以及管理,同时可完成客户历史信息的分析,是公司客户管理以及企业经营决策分析的重要工具。客户关系管理系统帮助公司降低了客户管理成本,提高了客户管理效率,提高客户满意度,最终可以提升企业盈利能力。北方通达公司在长期的业务实践中认识到客户关系管理的重要性,期望利用信息化手段帮助企业管理好现有的客户信息,实现客户资源的有效整合。本文针对北方通达公司客户管理的实际情况,梳理了客户关系管理的业务流程,设计和实现了符合北方通达公司客户关系管理现状及未来发展趋势的管理系统。具体完成的工作和取得的成果概述如下。本文首先完成了客户关系管理系统的需求分析方面的内容,总体上完成了系统需求描述,对系统角色相关部门以及具体角色进行分析,完成了客户关系管理系统的功能需求与性能需求的分析;然后完成了客户关系管理系统的相关设计,包括系统整体架构,以及在架构下各个逻辑功能(包括个人事务、客户管理、销售管理、客户服务等),同时明确了本系统数据库概念与逻辑结构设计。最后对客户关系管理系统进行了实现,完成系统界面设计,将界面与逻辑处理进行统一。在实现之后使用多个测试用例对系统进行功能测试,确保客户关系管理系统符合需求。本系统目前已经在北方通达公司投入使用,利用本系统作为公司客户管理的信息化手段,使营销部门能够高效合理地对客户关系进行管理,实现客户资源的有效分析与利用。
[Abstract]:With the rapid development of information technology, customer relationship management system will come into being. This system can be used to share and manage customer information, and at the same time to complete the analysis of customer history information. Is the company customer management and business decision-making analysis of an important tool. Customer relationship management system helps the company to reduce the cost of customer management, improve the efficiency of customer management, improve customer satisfaction, and ultimately improve the profitability of the enterprise. In the long-term business practice, the Northern Tongda Company recognizes the importance of customer relationship management and expects to use information technology to help enterprises manage the existing customer information and realize the effective integration of customer resources. In view of the actual situation of customer management in Northern Tongda Company, this paper combs the business process of customer relationship management, and designs and implements a management system which accords with the present situation and future development trend of customer relationship management in Northern Tongda Company. The concrete work accomplished and the results achieved are summarized below. This paper first completes the customer relationship management system requirements analysis content, the overall completion of the system requirements description, the system role related departments and specific roles are analyzed. The functional requirements and performance requirements of customer relationship management system are analyzed. Then completed the customer relationship management system related design, including the overall system architecture, and under the framework of the various logical functions (including personal affairs, customer management, sales management, customer service, etc.), At the same time, the concept and logical structure design of this system database are defined. Finally, the customer relationship management system is realized, the interface design is completed, and the interface and logic processing are unified. After the implementation, multiple test cases are used to test the function of the system to ensure that the customer relationship management system meets the requirements. The system has been put into use in the North Tongda Company at present. Using this system as the information means of the company's customer management, the marketing department can manage the customer relationship efficiently and rationally, and realize the effective analysis and utilization of the customer resources.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2014
【分类号】：TP311.52

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