基于SVM的CRM系统设计与实现

发布时间：2018-03-28 23:02

本文选题：CRM　切入点：SVM　出处：《天津大学》2016年硕士论文

【摘要】：随着计算机技术、网络技术和数据库技术的快速发展和进步,电子商务企业迅速发展,经过粗放式的发展,目前许多电子商务企业已经逐渐改变服务理念,将传统的经营理念转变为客户至上的经营服务模式。因此,在企业经营过程中,加入客户关系管理系统,其目的就是为了能够大大的降低客户业务管理,简化流程,提高客户服务质量,更好的提高客户的满意度。本文详细的分析了电子商务运行管理过程中,使用CRM系统拓展新客户、维护老客户的重要目的和作用,同时结合电子商务企业的运行和管理现状,使用UML用例图、结构化流程图对CRM系统进行了分析和建模,导出了系统的逻辑业务功能,主要包括客户关系资源管理、客户关系服务管理、客户关系发展管理、分析决策管理、客户基础信息管理等,并且采用ASP.NET技术、ADO.NET数据库访问技术、SVM技术和数据库技术实现了一个功能完善的CRM系统,给出了系统的核心存储过程和系统核心程序的实现代码,描述了系统的运行截图,并且分析了系统的应用效果。通过汇总分析,本文主要工作和创新包括两个方面,具体内容如下所述:一是本文CRM系统采用SVM技术实现客户信息挖掘,以便为企业经营发展提供更加精准的决策。在大数据挖掘和分析过程中,SVM技术是一张非常有用的数据分析和挖掘技术,该技术能够有效的发现海量数据中存在的数据模式,分析客户的消费行为,为客户提供关怀等,确保企业更加长久的拥有客户,保证客户的为企业带来新的经济利益,提高企业的市场竞争力。二是CRM系统采用UML用例图和结构化流程图对系统进行了认真的需求分析和功能设计,导出了系统的业务流程图,并且采用ASP.NET技术、ADO.NET数据库访问技术实现了一个功能完善的CRM系统,可以有效的提高电子商务企业客户管理自动化水平和效率,确保企业的业务壮大运行。CRM系统一经部署和使用,便得到了电子商务企业的欢迎,能够将员工从拓展和维护大规模客户关系的繁重工作中解脱出来,更加精细化的管理客户,实现产品和客户同步发展和营销,取得了显著的成效。
[Abstract]:With the rapid development and progress of computer technology, network technology and database technology, and the rapid development of e-commerce enterprises, after extensive development, many e-commerce enterprises have gradually changed their service concepts. Therefore, in the process of enterprise management, the purpose of joining the customer relationship management system is to greatly reduce customer business management and simplify the process. Improve customer service quality and improve customer satisfaction. This paper analyzes in detail the important purpose and role of using CRM system to expand new customers and maintain old customers in the process of e-commerce operation and management. At the same time, combined with the current situation of the operation and management of e-commerce enterprises, the UML use case diagram and structured flow chart are used to analyze and model the CRM system, and the logical business functions of the system are derived, including the management of customer relationship resources. Customer relationship service management, customer relationship development management, analysis decision management, customer basic information management, and so on, and using ASP.NET technology, ADO.NET database access technology, SVM technology and database technology to achieve a well-functioning CRM system. The core stored procedure of the system and the implementation code of the core program of the system are given, the screenshots of the system running are described, and the application effect of the system is analyzed. By summing up and analyzing, the main work and innovation of this paper include two aspects. The specific contents are as follows: first, this CRM system uses SVM technology to realize customer information mining, In order to provide more accurate decision for enterprise management and development. In the process of big data mining and analysis, SVM technology is a very useful data analysis and mining technology, this technology can effectively find the data patterns in mass data. Analyze the consumer behavior of customers, provide care to customers, ensure that enterprises have customers for a longer period of time, and ensure that customers bring new economic benefits to enterprises. Second, the CRM system uses the UML use case diagram and the structured flow chart to carry on the serious demand analysis and the function design to the system, has derived the system business flow chart, Using ASP.NET technology and ADO.NET database access technology to realize a well-functioning CRM system, it can effectively improve the level and efficiency of customer management automation in e-commerce enterprises, and ensure the business of enterprises to expand and run. CRM system once deployed and used. It has been welcomed by e-commerce enterprises, which can free employees from the heavy work of expanding and maintaining large-scale customer relations, and more meticulously manage customers, and realize the simultaneous development and marketing of products and customers. Remarkable results have been achieved.
【学位授予单位】：天津大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

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