本文關(guān)鍵詞： 客戶關(guān)系管理系統(tǒng) 瀏覽器/服務(wù)器架構(gòu) .NET 軟件工程　出處：《電子科技大學(xué)》2014年碩士論文　論文類型：學(xué)位論文

【摘要】：我國(guó)煤炭行業(yè)產(chǎn)業(yè)集中度低,生產(chǎn)經(jīng)營(yíng)條件差,信息化程度普遍較低,煤炭行業(yè)信息化建設(shè)對(duì)于我國(guó)煤炭產(chǎn)業(yè)的健康發(fā)展有著重要的作用�？蛻絷P(guān)系管理是利用信息科學(xué)技術(shù),實(shí)現(xiàn)市場(chǎng)營(yíng)銷、銷售、服務(wù)等活動(dòng)過(guò)程自動(dòng)化,以提高客戶滿意度和忠誠(chéng)度為目的的一種管理經(jīng)營(yíng)方式�？蛻絷P(guān)系管理既是一種管理理念,又是一種軟件技術(shù)。本課題為山東兗礦集團(tuán)開發(fā)一套完整的客戶關(guān)系管理系統(tǒng),以解決該集團(tuán)在長(zhǎng)期存在的客戶群管理問(wèn)題,提高企業(yè)的運(yùn)營(yíng)效率。論文首先對(duì)客戶關(guān)系管理系統(tǒng)進(jìn)行了需求分析,確定了系統(tǒng)的目的、應(yīng)用范圍、概念定義和系統(tǒng)功能。論文在識(shí)別系統(tǒng)的使用者和參與者的情況下,分析系統(tǒng)實(shí)現(xiàn)的功能。系統(tǒng)的非功能性需求分析方面,定義了系統(tǒng)的穩(wěn)定性、數(shù)據(jù)安全性、數(shù)據(jù)處理能力和系統(tǒng)反應(yīng)時(shí)間等。論文對(duì)客戶關(guān)系管理系統(tǒng)進(jìn)行了設(shè)計(jì):總體結(jié)構(gòu)構(gòu)架、各模塊詳細(xì)設(shè)計(jì)和數(shù)據(jù)庫(kù)設(shè)計(jì)。將客戶關(guān)系管理系統(tǒng)總體架構(gòu)為瀏覽器/服務(wù)器模式,將系統(tǒng)在功能上劃分為三個(gè)層次六個(gè)功能模塊,分別是客戶管理模塊、營(yíng)銷管理模塊、銷售管理模塊、費(fèi)用管理模塊、客戶服務(wù)管理模塊以及系統(tǒng)管理模塊。論文對(duì)每一個(gè)功能模塊做出了詳細(xì)設(shè)計(jì)。論文在Visual Studio2008中對(duì)客戶關(guān)系管理系統(tǒng)的設(shè)計(jì)結(jié)果進(jìn)行了實(shí)現(xiàn)。實(shí)現(xiàn)過(guò)程在Winform開發(fā)框架下,盡可能使業(yè)務(wù)模塊重用。最后論文對(duì)客戶關(guān)系管理系統(tǒng)進(jìn)行了測(cè)試,包括功能測(cè)試和性能測(cè)試。在功能測(cè)試中,各項(xiàng)測(cè)試均達(dá)到了系統(tǒng)的設(shè)計(jì)要求;在性能測(cè)試中,168個(gè)測(cè)試點(diǎn)中有157個(gè)測(cè)試點(diǎn)合格,合格率為94%。綜合兩方面的測(cè)試結(jié)果,可以認(rèn)為系統(tǒng)達(dá)到了設(shè)計(jì)和要求和用戶的需求。
[Abstract]:China's coal industry has a low concentration degree, poor production and management conditions, and a general low level of informatization. The construction of coal industry informatization plays an important role in the healthy development of China's coal industry. Customer relationship management (CRM) is the use of information science and technology. To realize the automation of marketing, sales, service and other activities, to improve customer satisfaction and loyalty as a management mode. Customer relationship management is both a management concept, This paper develops a complete customer relationship management system for Shandong Yankuang Group in order to solve the problem of customer group management in Shandong Yankuang Group for a long time. First of all, the paper analyzes the requirements of the customer relationship management system, and determines the purpose, application scope, concept definition and system function of the system. In the case of identifying the users and participants of the system, the paper analyzes the requirements of the customer relationship management system. Analyzing the functions of the system. In terms of non-functional requirement analysis of the system, the stability and data security of the system are defined. Data processing ability and system reaction time etc. This paper designs the customer relationship management system: the overall structure, the detailed design of each module and the database design. The overall structure of the customer relationship management system is browser / server mode. The system is divided into three levels and six functional modules: customer management module, marketing management module, sales management module, cost management module. Customer service management module and system management module. Each function module is designed in detail in this paper. The design result of customer relationship management system is implemented in Visual Studio2008. The realization process is based on Winform development framework. Finally, the paper tests the customer relationship management system, including function test and performance test. In the function test, all the tests meet the design requirements of the system; In the performance test, 157 test points out of 168 are qualified, and the qualified rate is 940.Synthetical test results from two aspects, the system can be considered to meet the design and requirements as well as the requirements of the users.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2014
【分類號(hào)】：TP311.52
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本文編號(hào)：1552732