本文選題：客戶關(guān)系管理 + 數(shù)據(jù)庫(kù)　； 參考：《電子科技大學(xué)》2013年碩士論文

【摘要】：隨著社會(huì)現(xiàn)代化和市場(chǎng)化程度的加大，企業(yè)競(jìng)爭(zhēng)愈演愈烈，要想在激烈的競(jìng)爭(zhēng)中立于不敗之地。 客戶關(guān)系管理成功實(shí)施會(huì)給企業(yè)帶來(lái)許多成功的改變。表現(xiàn)在以下幾個(gè)方面：（1）提高了客戶滿意度，顧客對(duì)企業(yè)的忠誠(chéng)度和企業(yè)的競(jìng)爭(zhēng)優(yōu)勢(shì)都得以提高，使得收支效率呈現(xiàn)最大化；（2）企業(yè)人的角色擔(dān)當(dāng)清晰化，對(duì)業(yè)務(wù)流程重新設(shè)計(jì)，提高了處理業(yè)務(wù)的效率；（3）有效合理的利用數(shù)據(jù)資源。在CRM的研究背景和研究意義的基礎(chǔ)之上，，本文提出了一種CRM的總體設(shè)計(jì)方案，這種方案是在可視化數(shù)據(jù)管理平臺(tái)（VFP）上提出的。 總的來(lái)說(shuō)這一系統(tǒng)包括五個(gè)功能模塊：客戶資料的日常管理模塊、客戶進(jìn)行投訴的管理模塊、企業(yè)日程管理模塊、企業(yè)報(bào)表管理模塊和總系統(tǒng)維護(hù)模塊。 在可視化數(shù)據(jù)平臺(tái)之上，運(yùn)用現(xiàn)代軟件工程的思想，使CRM系統(tǒng)達(dá)到了理想的設(shè)計(jì)目標(biāo)。這種技術(shù)采用面向?qū)ο蟮木幊蹋哂辛己玫拇a可復(fù)用，擴(kuò)展性能好，執(zhí)行效率高。 本文最后概括了對(duì)客戶關(guān)系管理的主要研究?jī)?nèi)容，得出了其研究結(jié)論，提出研究過(guò)程中的問(wèn)題和不足，明確了以后的設(shè)計(jì)改進(jìn)方向。
[Abstract]:With the increase of social modernization and market-oriented degree, the competition of enterprises becomes more and more fierce, and they want to be invincible in the fierce competition. Successful implementation of CRM will bring many successful changes to enterprises. It is shown in the following aspects: (1) the customer satisfaction is improved, the customer's loyalty to the enterprise and the competitive advantage of the enterprise are improved, so that the revenue and expenditure efficiency is maximized; (2) the role of the enterprise person is clear. Redesign the business process to improve the efficiency of processing business; (3) effective and rational use of data resources. Based on the research background and significance of CRM, this paper presents a general design scheme of CRM, which is based on visual data management platform (VFP). In general, the system includes five functional modules: the daily management module of customer data, the management module of customer complaints, the enterprise schedule management module, the enterprise report management module and the general system maintenance module. Based on the visual data platform, the CRM system achieves the ideal design goal by using the modern software engineering idea. This technique adopts object-oriented programming, has good code reuse, good expansion performance and high execution efficiency. Finally, this paper summarizes the main research contents of customer relationship management, draws the conclusion of the research, puts forward the problems and shortcomings in the research process, and clarifies the direction of design improvement in the future.
【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】：2013
【分類號(hào)】：TP311.52

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