本文選題：客戶關(guān)系管理 + 銀行業(yè)務(wù)軟件　； 參考：《電子科技大學(xué)》2013年碩士論文

【摘要】：銀行客戶關(guān)系管理（Customer Relationship Management, CRM）是為了解決深入認(rèn)知客戶、深入挖掘客戶、防止客戶流失等問題的管理體系，并利用信息技術(shù)加以實現(xiàn)。常見的以賬戶為中心的CRM系統(tǒng)，不利于實現(xiàn)以客戶為中心的先進客戶關(guān)系管理理念，不能將客戶的業(yè)務(wù)信息及銀行業(yè)務(wù)信息，統(tǒng)一以客戶ID為中心進行組織。為了解決這個問題，論文依據(jù)先進的客戶關(guān)系管理理念和面向?qū)ο蟮能浖_發(fā)技術(shù)，給出了以客戶為中心的銀行CRM系統(tǒng)設(shè)計和實現(xiàn)，，并通過實際的運行和測試，證明系統(tǒng)的有效性和先進性。 首先，論文從管理、技術(shù)、實施等三個角度介紹了國內(nèi)外關(guān)于CRM的研究現(xiàn)狀，指出銀行CRM系統(tǒng)可以幫助銀行進行精細化管理，充分的挖掘客戶潛力和分析產(chǎn)品目標(biāo)客戶，具有重要的應(yīng)用價值。通過調(diào)研和分析銀行CRM的需求，文章給出了以客戶為中心的操作型CRM需求分析和客戶服務(wù)流程設(shè)計，應(yīng)用泳道圖描述了客戶資料導(dǎo)入、業(yè)務(wù)售前、業(yè)務(wù)售中、業(yè)務(wù)售后等各階段中客戶資料管理和業(yè)務(wù)流轉(zhuǎn)的需求。 其次，依據(jù)中國銀行浙江省分行CRM系統(tǒng)的實際需求，給出了概要設(shè)計和詳細設(shè)計的內(nèi)容，構(gòu)建系統(tǒng)的整體框架，包括表現(xiàn)層、邏輯層、數(shù)據(jù)層。數(shù)據(jù)層包括關(guān)系數(shù)據(jù)庫和文檔數(shù)據(jù)庫以及基于XML擴展的數(shù)據(jù)接口。邏輯層包括客戶資源管理、客戶發(fā)展管理、客戶服務(wù)管理、客戶分析管理等模塊。通過類對象的分析，描述了系統(tǒng)內(nèi)模塊之間的耦合關(guān)系。采用軟件工程的規(guī)范設(shè)計，基于軟件開發(fā)生命周期法和快速原型Power designer開發(fā)工具，給出了系統(tǒng)中每個功能模塊時序圖的設(shè)計方案，并給出了系統(tǒng)數(shù)據(jù)庫表的設(shè)計依據(jù)和內(nèi)容。 然后，系統(tǒng)實現(xiàn)時，采用B/S三層體系結(jié)構(gòu)模式進行開發(fā)，應(yīng)用SQL2000作為數(shù)據(jù)庫服務(wù)器和VS.NET開發(fā)平臺，應(yīng)用ADO.NET技術(shù)實現(xiàn)高效的數(shù)據(jù)庫通訊。按照銀行實際工作需求，完成了CRM系統(tǒng)的軟件開發(fā)。 最后，介紹了測試方法，并設(shè)計了系統(tǒng)的測試方案。通過試運行中的測試用例，對測試結(jié)論進行了分析和總結(jié)。指出了數(shù)據(jù)挖掘、權(quán)限管理、系統(tǒng)可擴展性功能等內(nèi)容是未來的研究方向。
[Abstract]:Bank customer relationship Management (CRM) is a management system to solve the problems of deeply recognizing customers, mining customers and preventing customer loss, which is realized by using information technology. The common account centric CRM system is not conducive to the realization of the advanced customer relationship management concept, and can not unify the customer ID as the center of the organization of customer business information and bank business information. In order to solve this problem, according to the advanced concept of customer relationship management and object-oriented software development technology, this paper gives the design and implementation of the CRM system of the bank with customer as the center, and through the actual operation and test. To prove the effectiveness and progressiveness of the system. First of all, the paper introduces the research status of CRM at home and abroad from three angles of management, technology and implementation, and points out that bank CRM system can help banks to manage meticulously, fully tap customer potential and analyze product target customers. It has important application value. Based on the investigation and analysis of bank CRM requirements, this paper presents the customer centered operational CRM requirement analysis and customer service flow design, and describes the introduction of customer data, the pre-sale of business, the sale of business, and the application of swimlane diagram. After-sales and other stages of customer data management and business flow requirements. Secondly, according to the actual demand of CRM system of Bank of China Zhejiang Branch, the paper gives the content of outline design and detailed design, and constructs the whole frame of the system, including presentation layer, logic layer and data layer. The data layer includes relational database and document database as well as data interface based on XML extension. Logic layer includes customer resource management, customer development management, customer service management, customer analysis management and so on. Through the analysis of class object, the coupling relationship between modules in the system is described. Based on the software development lifecycle method and the rapid prototyping power designer development tool, the design scheme of each function module timing diagram in the system is presented, and the design basis and content of the system database table are given. Then, the system is implemented by using B / S three-tier architecture model, SQL2000 as the database server and VS.NET development platform, and ADO.NET technology to achieve efficient database communication. According to the actual working requirements of the bank, the software development of CRM system has been completed. Finally, the test method is introduced, and the test scheme of the system is designed. The test results are analyzed and summarized by test cases.
【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】：2013
【分類號】：TP311.52

【參考文獻】

相關(guān)期刊論文 前7條

1 倪東明;;構(gòu)建商業(yè)銀行經(jīng)營管理的“CRM”[J];重慶科技學(xué)院學(xué)報(社會科學(xué)版);2012年01期

2 王文銘;胡薈;;論商業(yè)銀行CRM的實施[J];經(jīng)濟研究導(dǎo)刊;2011年20期

3 呼格吉樂圖;;數(shù)據(jù)挖掘算法在銀行CRM中的研究與應(yīng)用[J];科技風(fēng);2011年05期

4 盛麗;我國銀行導(dǎo)入CRM的戰(zhàn)略思考[J];武漢金融;2002年04期

5 呂斌;;客戶關(guān)系管理在商業(yè)銀行的應(yīng)用研究[J];武漢金融;2012年07期

6 李怡;;我國銀行業(yè)CRM系統(tǒng)的應(yīng)用現(xiàn)狀及對策研究[J];知識經(jīng)濟;2012年17期

7 楊蕾;;淺析我國商業(yè)銀行業(yè)實施CRM存在的問題及對策[J];現(xiàn)代商業(yè);2012年10期

本文編號：2100299