本文選題：客戶關系管理 + SSH�。� 參考：《昆明理工大學》2013年碩士論文

【摘要】：隨著信息技術的不斷發(fā)展,企業(yè)對客戶關系管理(Customer Relationship Management, CRM)也越來越重視。隨著中國加入WTO,企業(yè)將面臨更為激烈的競爭,引進客戶關系管理系統無疑是解決這一問題的重要舉措�？蛻絷P系管理是一種旨在改善企業(yè)與客戶之間關系的新型管理機制,它實施于企業(yè)的市場營銷、銷售、服務與技術支持等與客戶有關的領域,其目標是通過管理與客戶間的互動,努力減少銷售環(huán)節(jié),降低銷售成本,實現最終效果的提高。 信息時代是客戶短缺的時代,企業(yè)發(fā)展所需的各種資源,比如人力、物力、生產力等等都是可以創(chuàng)造的,但每個領域中的客戶資源卻是有限的,所以通過產品的創(chuàng)新、企業(yè)管理的創(chuàng)新、服務的創(chuàng)新,我們可以以此來搶占有限的客戶資源、維護好企業(yè)和客戶之間的關系、從而去更深地了解客戶的需求動向,這些所需的各方面的努力已成為企業(yè)生存發(fā)展面臨的重大問題。企業(yè)要在激烈的市場競爭中立于不敗之地,就必須找到一種全新的管理理念和管理手段,對其內部和外部資源進行有效的整合。對于每個企業(yè)來說客戶管理的完善程度將直接影響企業(yè)的經濟效益。因此,CRM的引入對企業(yè)的發(fā)展至關重要。 論文首先介紹了國內外關于CRM系統的理念、類型,以及系統結構及技術實現情況。在分析比較目前軟件體系結構中C/S和B/S兩種典型模式,總結其優(yōu)缺點的基礎上,確定了基于SSH模式作為本系統的設計模式。 系統采用Struts、Hibernate、Spring框架以及ExtJS技術,詳盡闡述了客戶關系信息管理系統(CRM)的設計與實現。系統包括六個功能模塊-----營銷管理、客戶管理、服務管理、統計報表、基礎數據以及權限管理。在對系統分析設計的基礎上,采用MyEclipse作為開發(fā)工具,Microsoft SQL Server2005作為后臺數據庫系統,使用J2EE中的Struts、Hibernate、Spring框架進行整合開發(fā)。論文在軟件工程和設計模式思想的指導下,論述了基于SSH模式的CRM系統的系統設計和實現過程,主要包括系統體系結構設計、系統功能設計、數據庫設計、系統界面的設計以及相關模塊的實現。論文最后對系統開發(fā)過程進行了總結,并對CRM系統的發(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.
【學位授予單位】：昆明理工大學
【學位級別】：碩士
【學位授予年份】：2013
【分類號】：TP311.52

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