本文關(guān)鍵詞： 客戶管理 服務(wù)管理 管理信息系統(tǒng) WEB系統(tǒng)　出處：《電子科技大學(xué)》2012年碩士論文　論文類型：學(xué)位論文

【摘要】：隨著個人金融業(yè)務(wù)的不斷發(fā)展，國內(nèi)各商業(yè)銀行在個人金融業(yè)務(wù)競爭上，變更愈加激烈。如何在銀行現(xiàn)有的龐大客戶群體中，發(fā)現(xiàn)具有潛在價值的VIP客戶，并更好地為這些客戶提供服務(wù)，是各商業(yè)銀行面臨的重要問題。本文旨在結(jié)合計算機軟件技術(shù)，設(shè)計并開發(fā)一個VIP客戶管理系統(tǒng)，滿足個人金融業(yè)務(wù)發(fā)展的需要。 本文首先簡要介紹了銀行個人業(yè)務(wù)的發(fā)展情況，說明系統(tǒng)開發(fā)的背景；然后從客戶管理、服務(wù)管理、用戶管理等方面詳細說明了系統(tǒng)的需求；在此基礎(chǔ)上，結(jié)合銀行現(xiàn)有系統(tǒng)環(huán)境，描述了系統(tǒng)的總體設(shè)計和數(shù)據(jù)庫設(shè)計；接著，介紹了系統(tǒng)的實現(xiàn)，對WEB程序開發(fā)方法、存儲過程的設(shè)計、相關(guān)接口的調(diào)用等作了重點介紹；最后，演示了系統(tǒng)的部分功能。論文工作取得的成果有：采用ASP.NET技術(shù)，在Visual Studio平臺上，設(shè)計并開發(fā)了一個VIP客戶管理子系統(tǒng)，將對客戶的管理由原來的零散狀態(tài)，轉(zhuǎn)變成系統(tǒng)化、科學(xué)化；設(shè)計并開發(fā)了一個客戶服務(wù)子系統(tǒng)，通過該功能，可以實現(xiàn)對客戶服務(wù)的受理、反饋，增強了銀行客戶服務(wù)的人性化；開發(fā)了一個理財熱線功能模塊，通過電話、短信，，可以完成與客戶的實時溝通，并對服務(wù)的過程進行跟蹤記錄，為客戶營銷提供了必備的數(shù)據(jù)支撐。 本文介紹的客戶管理系統(tǒng)，不僅能夠?qū)IP客戶進行有效管理，而且能夠?qū)︺y行為VIP客戶提供的服務(wù)進行有效管理。目前，該銀行VIP客戶服務(wù)系統(tǒng)已經(jīng)在某銀行市級分行投入運行，能夠較好滿足銀行在發(fā)展個人業(yè)務(wù)方面的需求。系統(tǒng)建立在已有CRM基礎(chǔ)上，并對其進行擴展和延伸，有效地彌補了已有CRM的不足，這種設(shè)計和實現(xiàn)方法可供同類系統(tǒng)參考。
[Abstract]:With the continuous development of personal financial business, the domestic commercial banks in the individual financial business competition, change increasingly fierce. How to find potential value of VIP customers in the bank's existing huge customer group, The purpose of this paper is to design and develop a VIP customer management system based on computer software technology to meet the needs of personal financial business development. This paper first introduces the development of bank personal business, explains the background of system development, and then explains the requirements of the system from the aspects of customer management, service management, user management and so on. Combined with the existing system environment of the bank, the overall design and database design of the system are described. Then, the realization of the system is introduced, and the method of developing WEB program, the design of stored procedure and the call of related interface are introduced emphatically. Some functions of the system are demonstrated. The achievements of the thesis are as follows: using ASP.NET technology, a VIP customer management subsystem is designed and developed on the Visual Studio platform, which transforms the customer management from the original scattered state into the systematization. Scientific, designed and developed a customer service subsystem, through this function, can realize the acceptance of customer service, feedback, enhance the humanization of bank customer service, develop a financial hotline function module, through the telephone, SMS can communicate with customers in real time and track the process of service. It provides necessary data support for customer marketing. The customer management system introduced in this paper not only can effectively manage VIP customers, but also can effectively manage the services provided by banks to VIP customers. The VIP customer service system of the bank has been put into operation in a city branch of a bank, which can better meet the needs of the bank in the development of personal business. The system is based on the existing CRM, and it is expanded and extended. This method can be used as a reference for similar systems.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：TP311.52;F832.2

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