本文選題：大客戶管理　切入點：B/S模式　出處：《吉林大學》2013年碩士論文

【摘要】：隨著我國經(jīng)濟的快速發(fā)展和信息化產(chǎn)業(yè)的不斷普及，國內(nèi)電信運營商為了獲取更多的用戶量，運營商內(nèi)部之間展開了激烈的競爭。為了更夠在市場競爭中取得一定客戶量，電信運營商不僅注重客服的需求，同時更加注重客服的服務(wù)。在電信運營商的數(shù)據(jù)倉庫中，大客戶的管理是至關(guān)重要的，企業(yè)的很大一部分收入都是來自于大客戶。電信運營商需要將最好的服務(wù)提供給大客戶，同時針對大客戶的不同，提供個性化服務(wù)，從而提高大客戶的滿意度與忠誠度。通過對大客戶的科學化、個性化的管理與分析，不僅可以維持現(xiàn)有大客戶的數(shù)量，同時還能吸引更多大客戶的使用。 中國聯(lián)通遼寧分支大客戶管理系統(tǒng)，不僅使用前沿的科學技術(shù)，同時結(jié)合國內(nèi)外先進的大客戶信息管理理念，，而且對市場進行了深入的探討與分析，在這些的基礎(chǔ)上，設(shè)計并開發(fā)了中國聯(lián)通遼寧分支大客戶管理系統(tǒng)。該系統(tǒng)不僅能夠挖掘潛在的大客戶，同時能夠及時了解大客戶的需求，分析大客戶的數(shù)據(jù)，從而為大客戶提供一個卓越服務(wù)的管理系統(tǒng)。 本文實現(xiàn)了客戶關(guān)系管理系統(tǒng)中的功能，同時考慮大客戶信息，使得中國聯(lián)通遼寧分支大客戶管理系統(tǒng)更加完善。首先，分析了中國聯(lián)通遼寧分支大客戶管理系統(tǒng)的產(chǎn)生背景，以及研究現(xiàn)狀，并指出了當前客戶關(guān)系管理系統(tǒng)存在的問題，基于以上分析，給出本系統(tǒng)的功能性分析以及非功能性分析。根據(jù)系統(tǒng)的需求分析，給出了中國聯(lián)通遼寧分支大客戶管理系統(tǒng)的功能結(jié)構(gòu)設(shè)計、系統(tǒng)的數(shù)據(jù)庫設(shè)計，以及針對每個功能模塊的詳細設(shè)計。根據(jù)系統(tǒng)的詳細設(shè)計，開發(fā)了中國聯(lián)通遼寧分支大客戶管理系統(tǒng)，同時對中國聯(lián)通遼寧分支大客戶管理系統(tǒng)進行了詳細的測試，形成測試報告。最后對本系統(tǒng)存在的不足之處及未來工作進行闡述。 中國聯(lián)通遼寧分支大客戶管理系統(tǒng)的運行結(jié)果表明，本文設(shè)計并開發(fā)的系統(tǒng)能夠滿足當前企業(yè)大客戶經(jīng)理的需要，使得大客戶管理變得更加便捷，該系統(tǒng)具有廣闊的發(fā)展前景。
[Abstract]:With the rapid development of our economy and the popularization of the information industry, in order to obtain more users, the domestic telecom operators have launched fierce competition among the operators, in order to obtain a certain number of customers in the market competition. Telecom operators pay more attention not only to the demand of customer service, but also to the service of customer service. In the data warehouse of telecom operators, the management of large customers is very important. A large part of the company's revenue comes from big customers. Telecom operators need to provide the best services to large customers, while providing personalized services for big customers. Through scientific and individualized management and analysis, we can not only maintain the number of existing major customers, but also attract more customers to use. China Unicom Liaoning Branch key account Management system not only uses the advanced science and technology, but also combines the advanced domestic and foreign key account information management concept, and has carried on the thorough discussion and the analysis to the market, on the basis of these, A key account management system of Liaoning Branch of China Unicom is designed and developed. The system not only can mine potential large customers, but also can timely understand the needs of major customers and analyze the data of big customers. In order to provide a major customer service management system of excellence. This paper realizes the function of customer relationship management system and considers the key customer information, which makes the key customer management system of Liaoning branch of China Unicom more perfect. First of all, This paper analyzes the background and research status of China Unicom Liaoning branch big account management system, and points out the existing problems of the current customer relationship management system, based on the above analysis, The functional analysis and non-functional analysis of the system are given. According to the requirement analysis of the system, the function structure design of Liaoning branch of China Unicom, the database design of the system are given. According to the detailed design of the system, we developed the China Unicom Liaoning branch big account management system, and carried on the detailed test to the China Unicom Liaoning branch big account management system. Finally, the shortcomings and future work of the system are described. The operation results of Liaoning branch of China Unicom show that the system designed and developed in this paper can meet the needs of current enterprise key account managers and make the key account management more convenient. The system has a broad development prospect.
【學位授予單位】：吉林大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：TP311.52

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