发布时间 : 星期五 文章客户关系管理毕业论文完整版更新完毕开始阅读6bc0183f5727a5e9856a6189
华中科技大学计算机专业07级毕业论文
摘 要
客户关系管理系统是典型的信息管理系统，其开发主要包括后台数据库的建立和维护以及前端应用程序的开发。对于前者要求建立起数据一致性和完整性强、数据安全性好的数据库。而对于后者则要求具备应用程序功能完备，易使用等特点。
随着市场体系的日益完善，我们已经进入了一个买方市场时代。选择空间扩大、购买渠宽、消费心态和购买行为越发成熟，使客户再不会对某一企业或者产品盲目地保持绝对忠诚，如何不断改善客户关系，掌据更多的客户信息，提高客户满意度；如何在日益激烈的市场竞争中把握机会，占有更大的市场份额；如何建立高效业务流程，降低运营成本，获取更多的利润，这些已成为每个企业怕面临的首要问题。这种情况下，企业要在激烈的市场竞争中立于不败之地，就必须找一种全新的管理理念和管理手段，对其内部和外部资源进行有效的整合。新一代企业资源管理产品正在向客户端和供应端延伸，客户端的延伸是客户关系管理，而供应端的延伸则是跨企业供应链的同步管理。对于每个企业来说客户管理的完善程度将直接影响企业的经济效益。
关键词：客户关系管理系统，客户管理，服务管理，报表管理
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华中科技大学计算机专业07级毕业论文
Abstract
Customer relationship management system is a typical information management system, which mainly include database creation and maintenance, and front-end application development. The former required strong data consistency and integrity of data, good safety database. For the latter requirement with the application functions, easy to use features.
With more perfect market system, we have entered a buyer's market era. Choice of space to expand, purchase channel width, consumer attitudes and buying behavior become more mature, customers will no longer blindly certain companies or products to maintain absolute integrity, and how we can improve customer relations, palm, according to more customer information, improving customer satisfaction ; how the increasingly fierce competition in the market the opportunity to capture greater market share; how to create efficient business processes, reduce operational costs, gain more profit, they have become afraid of each enterprise the most important issue facing. This case, the enterprise market in fierce competition in an invincible position, we must find a new management concept and management tools, internal and external resources for its effective integration. A new generation of enterprise resource management products is to extend the client and the supply side, the client is an extension of customer relationship management, and supply-side extension is synchronized across the enterprise supply chain management. For each enterprise customer management will directly affect the degree of perfection of the enterprise.
Keywords: customer relationship management system, customer
management, service management, report management
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华中科技大学计算机专业07级毕业论文
目 录
摘 要............................................................................................................................................. 1 Abstract ............................................................................................................................................. 2 目 录........................................................................................................... 错误！未定义书签。 1 绪 言........................................................................................................................................... 5
1.1 1.2 1.3
课题背景 ....................................................................................................................... 5 课题研究的目的和意义 ............................................................................................... 5 国内外研究情况 ........................................................................................................... 6
1.4 课题的主要研究工作................................................................................................................ 8 1.5 本章小结 .......................................................................................................................... 9 2管理信息系统及开发工具概述 .................................................................................................. 10
2.1 管理信息系统概述......................................................................................................... 10 2.2 企业客户关系管理系统概述 ................................................................................................ 11
2.3 开发工具简介 .................................................................................................................. 11 2.4 本章小结 .................................................................................................................................. 13 3 企业客户管理系统分析 ............................................................................................................. 14 3.1总体设计 ......................................................................................................................... 14 3.2 应用需求分析 ........................................................................................................................ 15 3.3系统功能模块设计 ................................................................................................................. 17
3.4 数据库设计................................................................................................................... 21 3.5 本章小结 .............................................................................................................................. 24 4企业客户关系管理系统的实现 .................................................................................................. 25
4.1 用户登陆模块设计......................................................................................................... 25 4.2 用户浏览界面设计......................................................................................................... 25 4.3 客户关系系统各个模块的实现 ................................................................................... 26 4.4 本章小结 ................................................................................................................................ 31 5 客户关系管理系统软件测试 ..................................................................................................... 32
5.1软件介绍 ......................................................................................................................... 32 5.2测试的作用和意义 ................................................................................................................. 32
5.3测试方法 ......................................................................................................................... 32 5.4测试内容 ................................................................................................................................. 33 5.5测试结果 .................................................................................................................................. 33 5.6 本章小结 ................................................................................................................................ 33 6 总结与展望 ................................................................................................................................. 34
6.1 全文总结 ........................................................................................................................ 34 6.2 展望 ................................................................................................................................ 34 致 谢 ............................................................................................................................................ 35 参考文献......................................................................................................................................... 36
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华中科技大学计算机专业07级毕业论文
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