零售企业中的客户关系管理系统设计与实现
发布时间：2018-11-14 11:41
【摘要】：在我国实行改革开放政策以后,我国的零售企业在面临着前所未有的问题,不仅仅是改革开放带来的新问题,还有在发展过程中自身出现的一些问题,在这种情况下,我们零售企业通过学习国外的零售企业的相关经验,对自身的问题进行了剖析,解决了现存的一些主要的关键的问题,同时,对外国经验的成功学习,也带动了我国零售企业的发展,在这个发展的过程中,首要解决的就是客户的问题。客户关系管理不仅可以使企业在管理客户关系方面表现更佳,而且可以全面提高企业的竞争力,同时,企业通过应用客户关系管理系统可以对客户进行强有力的管理,易于形成极好的客户关系,这些客户是企业赖以生存和发展的关键资源,对这种企业关键资源的管理可以使企业更好的整合和利用这些资源。近年来,随着信息技术的迅猛发展,客户关系管理在我国一些零售企业已有初步的应用,诸如EDI(电子数据交换)系统,POS(电子收款)系统的运用极大地提高了我国大型零售企业的销售水平,使得超级市场等新的零售企业在市场竞争中获得了较大的优势。 本论文课题目标定位在零售企业的客户关系管理,针对零售企业客户管理比一般企业复杂,且需要整合和管理的资源相对较少,实施ERP性价比较差的特点,本文设计并实现了一套面向零售企业、具有较强实用性和一定推广价值的CRM系统。同时,针对市场现有的CRM系统没有进销存模块的特点,本论文实现的CRM系统为提高系统的实用性,增加了进销存模块,这样企业可以省去另行购买柜台软件的费用支出。客观上降低了企业信息化的成本,提高了企业的核心竞争力。在本文中,系统主要包括客户管理、供应商管理、财务管理、市场管理、系统管理等模块。其中市场管理主要是对市场信息、市场调查、市场策划、广告投放、印刷品管理、印刷品领用、礼品管理、礼品领用等进行管理。在本文中,系统一个很重要的功能模块就是业务统计功能模块,通过该功能模块可以实现对产品销售的利润统计,产品采购的统计、销售分类统计以及不同销售地区的统计分析。同时,该功能模块还将可以查看各类分析结果图,如:不同产品大类销售综合分析图、不同类型联系记录综合分析图等图形结果。 系统的测试结果表明系统可以正常运行,在试运行过程中,系统的功能达到了零售企业的实际要求,满足了零售企业对客户关系管理系统的的需求。
[Abstract]:After the implementation of the policy of reform and opening up in China, retail enterprises in our country are facing unprecedented problems, not only the new problems brought about by the reform and opening up, but also some problems that have emerged in the process of development. In this case, By learning from the relevant experience of foreign retail enterprises, we have analyzed our own problems, solved some of the major key problems existing, and, at the same time, have successfully learned from foreign experiences. Also drive the development of retail enterprises in China, in the process of development, the first solution is customer problems. Customer relationship management can not only make enterprises perform better in managing customer relations, but also improve the competitiveness of enterprises in an all-round way. At the same time, enterprises can manage customers forcefully through the application of customer relationship management system. It is easy to form excellent customer relationship. These customers are the key resources for the survival and development of the enterprise. The management of these key resources can make the enterprise better integrate and utilize these resources. In recent years, with the rapid development of information technology, customer relationship management (CRM) has been applied in some retail enterprises in China, such as EDI (Electronic data Interchange) system. The application of POS (Electronic Collection) system has greatly improved the sales level of large retail enterprises in our country and made new retail enterprises such as supermarkets gain greater advantages in the market competition. This thesis aims at customer relationship management in retail enterprises, aiming at the characteristics that the customer management of retail enterprises is more complex than that of ordinary enterprises, and the resources that need to be integrated and managed are relatively few, and the performance and price ratio of implementing ERP is poor. This paper designs and implements a set of CRM system for retail enterprises, which has strong practicability and certain popularization value. At the same time, in view of the characteristics that the existing CRM system in the market does not have the purchasing, selling and storing module, the CRM system realized in this paper can improve the practicability of the system and increase the purchasing and storing module, so that the enterprise can save the expense of purchasing the software over the counter separately. Objectively reduce the cost of enterprise information, improve the core competitiveness of enterprises. In this paper, the system mainly includes customer management, supplier management, financial management, market management, system management and other modules. Among them, market management mainly manages market information, market research, market planning, advertising, print management, print receiving, gift management, gift receiving and so on. In this paper, a very important functional module of the system is the business statistics function module, through which the profit statistics of product sales and the statistics of product procurement can be realized. Sales classification statistics and statistical analysis of different sales areas. At the same time, the function module will also be able to view all kinds of analysis results, such as: different product sales comprehensive analysis chart, different types of contact records comprehensive analysis chart and other graphic results. The test results of the system show that the system can run normally. In the process of trial operation, the function of the system meets the actual requirements of the retail enterprises and meets the requirements of the retail enterprises for the customer relationship management system.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2011
【分类号】：TP311.52
本文编号：2331055
[Abstract]:After the implementation of the policy of reform and opening up in China, retail enterprises in our country are facing unprecedented problems, not only the new problems brought about by the reform and opening up, but also some problems that have emerged in the process of development. In this case, By learning from the relevant experience of foreign retail enterprises, we have analyzed our own problems, solved some of the major key problems existing, and, at the same time, have successfully learned from foreign experiences. Also drive the development of retail enterprises in China, in the process of development, the first solution is customer problems. Customer relationship management can not only make enterprises perform better in managing customer relations, but also improve the competitiveness of enterprises in an all-round way. At the same time, enterprises can manage customers forcefully through the application of customer relationship management system. It is easy to form excellent customer relationship. These customers are the key resources for the survival and development of the enterprise. The management of these key resources can make the enterprise better integrate and utilize these resources. In recent years, with the rapid development of information technology, customer relationship management (CRM) has been applied in some retail enterprises in China, such as EDI (Electronic data Interchange) system. The application of POS (Electronic Collection) system has greatly improved the sales level of large retail enterprises in our country and made new retail enterprises such as supermarkets gain greater advantages in the market competition. This thesis aims at customer relationship management in retail enterprises, aiming at the characteristics that the customer management of retail enterprises is more complex than that of ordinary enterprises, and the resources that need to be integrated and managed are relatively few, and the performance and price ratio of implementing ERP is poor. This paper designs and implements a set of CRM system for retail enterprises, which has strong practicability and certain popularization value. At the same time, in view of the characteristics that the existing CRM system in the market does not have the purchasing, selling and storing module, the CRM system realized in this paper can improve the practicability of the system and increase the purchasing and storing module, so that the enterprise can save the expense of purchasing the software over the counter separately. Objectively reduce the cost of enterprise information, improve the core competitiveness of enterprises. In this paper, the system mainly includes customer management, supplier management, financial management, market management, system management and other modules. Among them, market management mainly manages market information, market research, market planning, advertising, print management, print receiving, gift management, gift receiving and so on. In this paper, a very important functional module of the system is the business statistics function module, through which the profit statistics of product sales and the statistics of product procurement can be realized. Sales classification statistics and statistical analysis of different sales areas. At the same time, the function module will also be able to view all kinds of analysis results, such as: different product sales comprehensive analysis chart, different types of contact records comprehensive analysis chart and other graphic results. The test results of the system show that the system can run normally. In the process of trial operation, the function of the system meets the actual requirements of the retail enterprises and meets the requirements of the retail enterprises for the customer relationship management system.
【学位授予单位】：电子科技大学
【学位级别】：硕士
【学位授予年份】：2011
【分类号】：TP311.52
【引证文献】
相关硕士学位论文 前2条
1 赵欢;参数定税系统的设计与实现[D];南昌大学;2012年
2 邹泳;交通银行信用卡中心短信平台的设计与实现[D];电子科技大学;2013年
，本文编号：2331055
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