本文選題：客戶關(guān)系管理 + SSH��； 參考：《昆明理工大學(xué)》2013年碩士論文

【摘要】：隨著信息技術(shù)的不斷發(fā)展,企業(yè)對(duì)客戶關(guān)系管理(Customer Relationship Management, CRM)也越來(lái)越重視。隨著中國(guó)加入WTO,企業(yè)將面臨更為激烈的競(jìng)爭(zhēng),引進(jìn)客戶關(guān)系管理系統(tǒng)無(wú)疑是解決這一問(wèn)題的重要舉措。客戶關(guān)系管理是一種旨在改善企業(yè)與客戶之間關(guān)系的新型管理機(jī)制,它實(shí)施于企業(yè)的市場(chǎng)營(yíng)銷、銷售、服務(wù)與技術(shù)支持等與客戶有關(guān)的領(lǐng)域,其目標(biāo)是通過(guò)管理與客戶間的互動(dòng),努力減少銷售環(huán)節(jié),降低銷售成本,實(shí)現(xiàn)最終效果的提高。 信息時(shí)代是客戶短缺的時(shí)代,企業(yè)發(fā)展所需的各種資源,比如人力、物力、生產(chǎn)力等等都是可以創(chuàng)造的,但每個(gè)領(lǐng)域中的客戶資源卻是有限的,所以通過(guò)產(chǎn)品的創(chuàng)新、企業(yè)管理的創(chuàng)新、服務(wù)的創(chuàng)新,我們可以以此來(lái)?yè)屨加邢薜目蛻糍Y源、維護(hù)好企業(yè)和客戶之間的關(guān)系、從而去更深地了解客戶的需求動(dòng)向,這些所需的各方面的努力已成為企業(yè)生存發(fā)展面臨的重大問(wèn)題。企業(yè)要在激烈的市場(chǎng)競(jìng)爭(zhēng)中立于不敗之地,就必須找到一種全新的管理理念和管理手段,對(duì)其內(nèi)部和外部資源進(jìn)行有效的整合。對(duì)于每個(gè)企業(yè)來(lái)說(shuō)客戶管理的完善程度將直接影響企業(yè)的經(jīng)濟(jì)效益。因此,CRM的引入對(duì)企業(yè)的發(fā)展至關(guān)重要。 論文首先介紹了國(guó)內(nèi)外關(guān)于CRM系統(tǒng)的理念、類型,以及系統(tǒng)結(jié)構(gòu)及技術(shù)實(shí)現(xiàn)情況。在分析比較目前軟件體系結(jié)構(gòu)中C/S和B/S兩種典型模式,總結(jié)其優(yōu)缺點(diǎn)的基礎(chǔ)上,確定了基于SSH模式作為本系統(tǒng)的設(shè)計(jì)模式。 系統(tǒng)采用Struts、Hibernate、Spring框架以及ExtJS技術(shù),詳盡闡述了客戶關(guān)系信息管理系統(tǒng)(CRM)的設(shè)計(jì)與實(shí)現(xiàn)。系統(tǒng)包括六個(gè)功能模塊-----營(yíng)銷管理、客戶管理、服務(wù)管理、統(tǒng)計(jì)報(bào)表、基礎(chǔ)數(shù)據(jù)以及權(quán)限管理。在對(duì)系統(tǒng)分析設(shè)計(jì)的基礎(chǔ)上,采用MyEclipse作為開(kāi)發(fā)工具,Microsoft SQL Server2005作為后臺(tái)數(shù)據(jù)庫(kù)系統(tǒng),使用J2EE中的Struts、Hibernate、Spring框架進(jìn)行整合開(kāi)發(fā)。論文在軟件工程和設(shè)計(jì)模式思想的指導(dǎo)下,論述了基于SSH模式的CRM系統(tǒng)的系統(tǒng)設(shè)計(jì)和實(shí)現(xiàn)過(guò)程,主要包括系統(tǒng)體系結(jié)構(gòu)設(shè)計(jì)、系統(tǒng)功能設(shè)計(jì)、數(shù)據(jù)庫(kù)設(shè)計(jì)、系統(tǒng)界面的設(shè)計(jì)以及相關(guān)模塊的實(shí)現(xiàn)。論文最后對(duì)系統(tǒng)開(kāi)發(fā)過(guò)程進(jìn)行了總結(jié),并對(duì)CRM系統(tǒng)的發(fā)展做出了展望。
[Abstract]:With the development of information technology, enterprises pay more and more attention to customer relationship Management (CRM). With China's entry into WTO, enterprises will face more fierce competition. The introduction of customer relationship management system is undoubtedly an important measure to solve this problem. Customer relationship management (CRM) is a new management mechanism aimed at improving the relationship between enterprises and customers. It is implemented in the fields of marketing, sales, service and technical support, etc. Its goal is to reduce the sales links and reduce the sales cost through the interaction between the management and the customer, so as to improve the final effect. The information age is an era of customer shortage. All kinds of resources needed for enterprise development, such as manpower, material resources, productivity and so on, can be created, but the customer resources in every field are limited, so through product innovation, Innovation in enterprise management and innovation in service can be used to seize limited customer resources and maintain a good relationship between enterprises and customers, so as to better understand the needs of customers. These efforts have become a major problem facing the survival and development of enterprises. In order to be invincible in the fierce market competition, enterprises must find a new management concept and management means to effectively integrate their internal and external resources. For each enterprise, the degree of perfection of customer management will directly affect the economic benefits of the enterprise. Therefore, the introduction of CRM is very important to the development of enterprises. This paper first introduces the concept, types, system structure and technical implementation of CRM system at home and abroad. On the basis of analyzing and comparing two typical models of C / S and B / S in current software architecture and summarizing their merits and demerits, the design pattern based on SSH is determined. Using Struts hibernate Spring framework and Ext JS technology, the design and implementation of customer relationship Information Management system (CRM) are described in detail. The system includes six functional modules-marketing management, customer management, service management, statistical report, basic data and authority management. Based on the analysis and design of the system, we use MyEclipse as the development tool and Microsoft SQL Server 2005 as the backstage database system, and use Struts & hibernate Spring framework in J2EE to integrate and develop. Under the guidance of software engineering and design pattern, this paper discusses the system design and implementation process of CRM system based on SSH mode, including system architecture design, system function design, database design, etc. The design of the system interface and the implementation of related modules. Finally, the paper summarizes the development process of the system and prospects the development of CRM system.
【學(xué)位授予單位】：昆明理工大學(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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