大金液压大连分公司CRM系统设计与实现

发布时间：2018-11-09 21:00

【摘要】：在市场竞争日益激烈,科学技术日益发展的当代大环境下,各类公司在本行业内对物料和资源的占有已经趋近与平衡。想要在此基础上有所发展,必须依靠现代化手段来管理公司内部资源,是有限的资源获得最大程度的应用。传统的手工作业效率低,出错率高。而随着信息技术的发展,一套完备的客户关系管理(CRM)系统就可以解决传统手工操作带来的很多问题,并给企业带来效益。本文以大金液压大连分公司(以下简称大金公司)为基础,通过对CRM系统课题的调研和对公司客户关系管理的流程研究,设计出一款适合公司的CRM管理系统。系统详细设计了五大功能模块,分别是销售自动化模块、营销自动化模块、客户支持模块、统计分析模块和系统维护与管理模块。销售自动化主要实现公司的销售业务处理;营销管理主要提供与销售相关的信息,帮助公司提高销售业绩;客户支持管理模块主要用于公司现有客户的管理,帮助公司挖掘潜在客户,维护现有客户;统计和分析模块对公司各种数据进行统计,给公司战略变化提供数据依据;系统维护管理模块用于对系统的维护,及时发现系统潜在危险,保护系统安全。根据对公司客户关系管理流程的详细研究,本文使用统一建模语言UML对客户关系管理系统进行设计。在需求分析阶段,根据不同的系统用户进行用例设计,并对系统各个功能模块的具体流程进行详细的建模设计。在实现过程中,公司CRM系统基于B/S模式,采用Oracle作为后台数据库,并使用J2EE技术进行系统开发。开发完成后,还对系统进行测试,并调试测试后系统漏洞信息。根据整个系统开发流程,该系统运行稳定,不仅满足了当前公司客户关系管理的需求,还为其他公司的客户关系管理系统提供参考。
[Abstract]:In the contemporary environment of increasingly fierce market competition and the development of science and technology, the occupation of materials and resources by various companies in the industry has come to a close and balance. In order to develop on this basis, we must rely on modern means to manage the internal resources of the company, which is to maximize the application of limited resources. The traditional manual work efficiency is low and the error rate is high. With the development of information technology, a complete customer relationship management (CRM) system can solve many problems brought by traditional manual operation, and bring benefits to enterprises. Based on Dajin hydraulic Dalian Branch (hereinafter referred to as Dajin Company), this paper designs a CRM management system suitable for the company through the investigation of the CRM system and the research on the process of the company's customer relationship management. Five functional modules are designed in detail, which are sales automation module, marketing automation module, customer support module, statistical analysis module and system maintenance and management module. The sales automation mainly realizes the company's sales business processing, the marketing management mainly provides the information related to the sales, helps the company to improve the sales performance; The customer support management module is mainly used in the management of the company's existing customers, helps the company to mine the potential customers, maintains the existing customers, statistics and analysis module to statistics the company's various data, provides the data basis for the company's strategic change. The system maintenance management module is used to maintain the system, detect the potential danger in time, and protect the system security. Based on the detailed study of the customer relationship management process, this paper designs the customer relationship management system by using the unified modeling language (UML). In the stage of requirement analysis, the use cases are designed according to different system users, and the detailed modeling design of each function module of the system is carried out. In the process of implementation, the company CRM system is based on B / S mode, Oracle is used as backstage database, and J2EE technology is used to develop the system. After the completion of the development, the system is also tested, and after debugging the system vulnerability information. According to the whole system development process, the system runs stably, which not only meets the needs of the current company customer relationship management, but also provides reference for other companies' customer relationship management system.
【学位授予单位】：大连理工大学
【学位级别】：硕士
【学位授予年份】：2016
【分类号】：TP311.52

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