本文關鍵詞： 在線旅游代理 客戶關系管理 SSM框架　出處：《北京交通大學》2016年碩士論文　論文類型：學位論文

【摘要】：旅游業(yè)是當今世界發(fā)展最快、前景最廣的新興產(chǎn)業(yè)之一,是國家政策重點扶植和鼓勵發(fā)展的產(chǎn)業(yè)。OTA(Online Travel Agent,在線旅游代理)的出現(xiàn)將傳統(tǒng)的旅行社銷售模式放到網(wǎng)絡平臺上,更加廣泛的傳遞了線路、酒店等信息,使得旅游價格、信息更加透明化,旅游預訂突破時間、空間限制,進一步刺激了旅游需求,推動了我國旅游行業(yè)的發(fā)展。同時,OTA企業(yè)通過分銷酒店等旅游資源,收取傭金來獲得自身盈利。隨著在線旅游市場競爭的愈發(fā)激烈,OTA企業(yè)有必要引入客戶關系管理系統(tǒng)來幫助企業(yè)更好的整合、管理旅游供應商資源,降低企業(yè)運營成本,提高企業(yè)運行效率。本文介紹的項目是作者在去哪兒網(wǎng)大住宿事業(yè)部實習期間參與設計和開發(fā)的實際項目。去哪兒網(wǎng)大住宿事業(yè)部的客戶關系管理系統(tǒng)集商戶信息管理、合同信息管理與審核、銷售方案信息管理與審核以及運營等功能為一體,為公司的業(yè)務拓展人員提供一個安全、易用、功能齊全的信息平臺。系統(tǒng)采用B/S結(jié)構進行設計,選用SSM框架開發(fā),主要由系統(tǒng)管理、商機、商戶、合同、任務、銷售管理、提成管理、編審、通知、數(shù)據(jù)中心、問題反饋、標簽管理12個子系統(tǒng)以及郵件服務、短信服務、消息服務、權限、數(shù)據(jù)抓取等一系列基礎服務構成。本人參與分析、設計和編碼實現(xiàn)的子系統(tǒng)共有6個,分別是系統(tǒng)管理子系統(tǒng)、商機子系統(tǒng)、商戶子系統(tǒng)、合同子系統(tǒng)、任務子系統(tǒng)、銷售管理子系統(tǒng)。其中,商機子系統(tǒng)的主要功能是管理商戶的合作請求；商戶子系統(tǒng)的主要功能是管理商戶聯(lián)系人、拜訪記錄等信息；合同子系統(tǒng)的主要功能是管理、審核合同與方案；任務子系統(tǒng)的主要功能是管理銷售任務,以執(zhí)行任務的方式來監(jiān)管和引導銷售人員的日常工作；銷售管理子系統(tǒng)的主要功能是從不同的維度統(tǒng)計商戶的拜訪記錄信息,從而發(fā)掘有價值的信息；系統(tǒng)管理子系統(tǒng)的主要功能是管理和維護系統(tǒng)中的基礎信息。通過系統(tǒng)的使用,使銷售人員能更好維護現(xiàn)有的商戶資源、更快的發(fā)掘潛在的商戶資源。同時,加快了合同、方案的審核進程,縮短了產(chǎn)品從發(fā)掘到售賣的周期,優(yōu)化了企業(yè)的資源配置,節(jié)約了企業(yè)的成本。
[Abstract]:Tourism is one of the fastest-growing and most promising new industries in the world today. It is also an industry supported and encouraged by national policies. The appearance of online travel agent (online travel agent) will put the traditional travel agency sales model on the network platform, more extensive transmission of information, such as routes, hotels and other information, make tourism prices, information more transparent, travel reservations breakthrough time. Space restriction further stimulates tourism demand and promotes the development of tourism industry in China. At the same time, OTA enterprises distribute hotel and other tourism resources. With the increasing competition in the online tourism market, OTA enterprises need to introduce customer relationship management system to help enterprises better integrate and manage the resources of tourism suppliers. Reduce the operating cost of the enterprise. The project introduced in this paper is a practical project in which the author participated in the design and development of the hotel department during the internship. Interest management. Contract information management and audit, sales plan information management and audit and operations as one of the functions for the company's business development personnel to provide a safe, easy to use. Full-featured information platform. The system is designed with B / S structure and SSM framework is used to develop the system, mainly by system management, business opportunities, merchants, contracts, tasks, sales management, commission management, review editor, notice. Data center, problem feedback, label management 12 subsystems as well as mail service, SMS service, message service, authority, data capture and a series of basic services. I participate in the analysis. There are six subsystems in design and coding, which are system management subsystem, business opportunity subsystem, merchant subsystem, contract subsystem, task subsystem and sales management subsystem. The main function of the business opportunity subsystem is to manage the cooperation request of the merchant; The main function of the business sub-system is to manage the contact person of the merchant, visit the record and other information; The main function of the contract subsystem is to manage, audit the contract and plan; The main function of the task subsystem is to manage the sales task and supervise and guide the daily work of the salesperson in the way of carrying out the task. The main function of the sales management subsystem is to find out the valuable information from different dimensions. The main function of the system management subsystem is to manage and maintain the basic information in the system. Through the use of the system, the salespeople can better maintain the existing business resources, and quickly explore the potential business resources. At the same time. It speeds up the audit process of contracts and schemes shortens the period from discovery to sale optimizes the resource allocation of enterprises and saves the cost of enterprises.
【學位授予單位】：北京交通大學
【學位級別】：碩士
【學位授予年份】：2016
【分類號】：TP311.52

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