本文選題：智能服務(wù) + 客戶關(guān)系管理�。� 參考：《電子科技大學(xué)》2014年碩士論文

【摘要】：隨著社會的進(jìn)步、客戶群體素質(zhì)的提高和競爭對手的發(fā)展,農(nóng)信社的服務(wù)面臨新的挑戰(zhàn)。金融企業(yè)(銀行、信用社等)客戶關(guān)系管理(CRM)作為一種新型的管理模式,既是一種先進(jìn)的發(fā)展戰(zhàn)略和經(jīng)營理念的體現(xiàn),又是一種新型的商業(yè)模式和管理實踐活動。作為銀行類CRM的一個應(yīng)用,在此之前,信用社在客戶關(guān)系管理方面剛剛起步,各項規(guī)章制度剛剛制定,也沒有什么軟件系統(tǒng)可以單獨完成信用社的客戶關(guān)系管理與服務(wù),迫切需要一套適合自身業(yè)務(wù)發(fā)展需要軟件系統(tǒng)。基于上述農(nóng)信社的客戶關(guān)系管理工作中存在的問題考慮,以及具體用戶山東省農(nóng)信社的具體需求,本文課題經(jīng)過細(xì)致的業(yè)務(wù)調(diào)研以及需求分析,提出相應(yīng)的解決方案,并在技術(shù)路線上主要采用Struts2+Spring+Hibernate框架技術(shù),利用JAVA語言和SQL Server 2008數(shù)據(jù)庫最終設(shè)計并開發(fā)出了包含基本信息管理、客戶管理、營銷管理、服務(wù)管理以及統(tǒng)計查詢管理等子系統(tǒng)在內(nèi)的山東農(nóng)信社CRM系統(tǒng),所實現(xiàn)的CRM系統(tǒng)平臺,通過將信用社內(nèi)的各類服務(wù)功能進(jìn)行集中整合,并進(jìn)行流程再造,成功實現(xiàn)了科學(xué)規(guī)范的農(nóng)信社電子化服務(wù)流程,從而解決了農(nóng)信社原有無好用系統(tǒng)的問題。達(dá)成了各個部門和人員可以協(xié)同工作,為信用社客戶提供優(yōu)質(zhì)的服務(wù)的目標(biāo),滿足了提升信用社業(yè)務(wù)發(fā)展需求。總的來說,本文課題成功的設(shè)計和實現(xiàn)出了一套農(nóng)信社的CRM系統(tǒng),并通過了各項功能測試和性能測試,驗證了系統(tǒng)的可用性,而農(nóng)信社通過本系統(tǒng)的應(yīng)用,也解決了原有的工作模式下的問題和困難,從而為自身的發(fā)展和客戶服務(wù)的提升掃清了障礙。
[Abstract]:With the progress of society, the development of customer groups and improving the quality of competition, the rural credit cooperatives Service is facing new challenges. The financial enterprises (banks, credit cooperatives) customer relationship management (CRM) as a new management mode, not only embodies an advanced development strategy and business philosophy, and a new business model and management practice. As an application, the bank CRM in credit cooperatives has just started in the customer relationship management, the regulations did not just develop, customer relationship management and service of what software system can complete the credit cooperatives alone, the urgent need for a suitable for their own business development the need for software system. Considering the existence of customer relationship management of the rural credit cooperatives based on the problems, and the specific needs of specific users of rural credit cooperatives in Shandong Province, this paper through the detailed business transfer Research and demand analysis, put forward the corresponding solutions, and the technical route mainly uses the Struts2+Spring+Hibernate framework, using JAVA language and SQL Server 2008 database design and development of the basic information management, customer management, marketing management, Shandong agricultural credit cooperative CRM system service management and statistical query management system,. CRM system platform, the integration of credit cooperatives in various service functions, and process reengineering, the successful implementation of the scientific and standardized rural credit cooperatives electronic service process, so as to solve the rural credit cooperatives in the original system. No good reached each department and the personnel can work together to provide the high quality service for the customer's credit target, meet the needs of credit unions to enhance business development. In general, this paper successfully design and implement a The CRM system of rural credit cooperatives, and through the function test and performance test, verify the usability of the system, while the rural credit cooperatives through the application of the system, but also solve the original mode of operation problems and difficulties, and for their own development and enhance customer service cleared the obstacles.

【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】：2014
【分類號】：TP311.52

【共引文獻(xiàn)】

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本文編號：1750032