客户关系信息管理系统设计

发布时间：2018-05-05 16:47

本文选题：CRM + 客户管理　；参考：《天津大学》2016年硕士论文

【摘要】：随着中国经济增长速度的回落,进入稳健增长的新常态,由数量型扩张过渡到质量效益型增长,企业之间竞争压力很大,客户关系管理系统(CRM)提供了极大帮助。CRM是把多个方面集成为一个整体,通过无缝连接,平滑地改进与客户之间的关系,实施于销售、技术、生产、供给、财务、配送等环节。客户服务对企业的长远发展起着一定的作用,涉及多个部门协调合作,共同为客户更好的服务。客户服务水平的高低决定着公司在市场中的竞争力。该客户关系管理系统应提供一个在线客户服务平台,使在为客户服务过程中相关人员可以在线完成服务。目前中国关注营销,但CRM对企业的重要性却没有得到足够重视。中国的CRM市场有一定规模,但没有高水平,且是低水平重复建设,第二是随着电子商务的增长,阿里巴巴,京东等的业绩直线上升,使整个物流配送端更需要适应客户端,CRM会大显身手。客户关系信息管理系统(CRM)使用Struts、Spring、Hibernate框架以及Ajax技术,系统包括客户管理,service管理,销售营销等模块,采用My Eclipse作为开发工具,Microsoft SQL Server作为后台数据库系统,进行技术开发和实现,使用Struts、Hibernate、Spring框架整合。在设计过程中仔细研究各模块的细节,反复试验,最后进行了检测。客户关系管理信息系统是一种改善企业与下游客户之间关系的关键系统,它获得的实质性的价值链提升,相关企业实现了共赢,,通过管理与客户间的相互合作,努力减少20%-40%销售环节,降低20%左右的成本,最终实现利益共享,风险共但。应用共赢的理念,吸引客户,把必要的信息给公司的售后服务部门,售后部门针对性的制定方案,适时做出正确的决策,必将为公司留住客户(尤其是距离较远的)并使业绩得到提升。
[Abstract]:With China's economic growth rate falling back and entering the new normal of steady growth, from quantitative expansion to quality-benefit growth, competition among enterprises is under great pressure. CRM (customer relationship Management system) provides a great help. CRM is the integration of many aspects into a whole, through seamless connection, smooth improvement of the relationship with customers, the implementation of sales, technology, production, supply, finance, distribution and other links. Customer service plays a certain role in the long-term development of enterprises, involving a number of departments to coordinate and cooperate to serve customers better. The level of customer service determines the competitiveness of the company in the market. The customer relationship management system should provide an online customer service platform, so that the relevant personnel can complete the service online in the process of customer service. At present, China pays attention to marketing, but the importance of CRM to enterprises is not paid enough attention. China's CRM market has a certain scale, but it does not have a high level, and it is a low level of repeated construction. Second, with the growth of e-commerce, the performance of Alibaba, JingDong, and so on has risen in a straight line. So that the entire logistics distribution end more need to adapt to the customer CRM will show skills. The CRM (customer relationship Information Management system) uses Struts Spring hibernate framework and Ajax technology. The system includes customer management service management, sales and marketing modules, and use my Eclipse as the development tool, Microsoft SQL Server as the backstage database system, to develop and implement the technology. Use Struts hibernate Spring Framework Integration. In the design process, the details of each module are carefully studied, repeatedly tested, and finally tested. Customer relationship management information system is a key system to improve the relationship between enterprises and downstream customers. Efforts to reduce 20-40% of sales links, reduce the cost of about 20%, the ultimate realization of benefit-sharing, but risk. Apply the win-win concept, attract customers, give the necessary information to the company's after-sales service department, after-sales department targeted to formulate plans, timely make the right decision, Will retain customers for the company (especially the distance) and improve performance.
【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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