本文關鍵詞： 客戶關系管理 B/S架構 PHP　出處：《電子科技大學》2013年碩士論文　論文類型：學位論文

【摘要】：客戶關系管理是現代企業(yè)管理的重要部分，根據客戶關系管理理論，客戶關系管理的重心是滿足客戶的需求。采用PHP開發(fā)應用系統(tǒng)的技術已經很成熟，但服務于家電企業(yè)的CRM系統(tǒng)仍然存在著如何才能更準確反應客戶的滿意度和需要易于擴展更加符合企業(yè)自身特點的系統(tǒng)功能的問題。本文針對家電銷售企業(yè)的特點研究出一個適合該行業(yè)的客戶滿意度評價算法，并設計了適合的五層B/S架構模型，基于該模型使用PHP技術實現了一個功能齊全對數據分析處理高效的CRM系統(tǒng)。 在課題調研階段，作者對企業(yè)客戶關系的基本情況作了充分的調查分析，對日常工作流程系統(tǒng)化圖表化，將各流程中的功能模塊化，深入同客戶交流溝通各部門在實際工作中遇到的技術性問題以及了解客戶的各方面需求。通過對家電銷售企業(yè)的業(yè)務（如家電產品采購、出入庫、制定營銷計劃、客戶滿意度調查、客戶跟進、家電銷售、售后服務與支持等）充分了解的基礎上，對CRM系統(tǒng)做了詳細的需求分析和設計。在開發(fā)階段，采用了五層B/S架構部署，將web表現部分，業(yè)務邏輯部分，數據庫部分等區(qū)分開。選擇了PHPEclipse開發(fā)平臺，集成了Apache、Mysql，用PHP編程語言對CRM系統(tǒng)開發(fā)實現。為了提高運行效率，系統(tǒng)中客戶滿意度評價算法部分采用c++編程實現，，然后PHP程序調用c++函數。最后，針對本系統(tǒng)的需求，設計了測試用例，對系統(tǒng)的登錄模塊、客戶管理、合同管理等功能模塊進行了測試。開發(fā)的家電銷售CRM系統(tǒng)成功滿足了企業(yè)的業(yè)務需求，設計的客戶滿意度算法具有一定的參考使用價值，且其各功能模塊非常易于企業(yè)員工操作上手，達到了課題研究的目標。
[Abstract]:Customer relationship management is an important part of modern enterprise management. According to the theory of customer relationship management, the focus of customer relationship management is to meet the needs of customers. However, there are still some problems in the CRM system, which can reflect the customer satisfaction more accurately and need to expand the system functions more in line with the enterprise's own characteristics. This paper aims at the household appliance sales enterprises. A customer satisfaction evaluation algorithm suitable for this industry is developed. A suitable five-tier B / S architecture model is designed. Based on this model, an efficient CRM system with complete functions for data analysis and processing is implemented by using PHP technology. In the stage of research, the author makes a full investigation and analysis of the basic situation of the enterprise customer relationship, systematizes and charts the daily work flow, and modulates the function of each process. Deeply communicate with customers in the actual work of the technical problems encountered by the departments and understand the customer's needs. Through the home appliance sales business (such as home appliances products procurement, out of stock. Develop the marketing plan, customer satisfaction survey, customer follow-up, home appliance sales, after-sales service and support) on the basis of a full understanding of the CRM system to do a detailed demand analysis and design. In the development phase. Using the five-tier B / S architecture deployment, the web presentation part, the business logic part, the database part and so on, the PHPEclipse development platform is selected, and the Apache is integrated. MySQL, using PHP programming language to develop and implement the CRM system. In order to improve the running efficiency, the evaluation algorithm of customer satisfaction in the system is implemented by c programming. Then the PHP program calls c function. Finally, according to the requirements of the system, design the test case, the login module of the system, customer management. Contract management and other functional modules have been tested. The developed CRM system successfully meets the business needs of enterprises. The designed algorithm of customer satisfaction has a certain reference value. And its function modules are very easy for enterprise employees to operate, to achieve the goal of the subject.
【學位授予單位】：電子科技大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：TP311.52

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