【摘要】：面對(duì)激烈的市場競爭,企業(yè)在尋求能幫助企業(yè)提高競爭能里的方法和途徑。客戶關(guān)系管理通過對(duì)客戶信息的管理、分析以及企業(yè)業(yè)務(wù)流程的重組和量化管理,幫助企業(yè)優(yōu)化管理方式并提供決策支持。在企業(yè)經(jīng)營中實(shí)施CRM成為企業(yè)提高核心競爭力的手段。 論文詳細(xì)論述了根據(jù)河南漢峰文化傳媒公司的實(shí)際需求,進(jìn)行分析與設(shè)計(jì)CRM系統(tǒng)的過程。論文在對(duì)課題的研究背景和意義深入分析的基礎(chǔ)上,探討客戶關(guān)系管理系統(tǒng)在中小企業(yè)的實(shí)施過程中存在的問題以及國內(nèi)外的研究現(xiàn)狀；深入研究了客戶關(guān)系管理和數(shù)據(jù)挖掘的基本理論和技術(shù),并對(duì)數(shù)據(jù)挖掘與CRM的融合,在CRM實(shí)施數(shù)據(jù)挖掘的流程及數(shù)據(jù)挖掘在CRM的應(yīng)用進(jìn)行了重點(diǎn)探討和分析；通過深入企業(yè)實(shí)際調(diào)研,全面了解企業(yè)實(shí)際情況,明確了CRM系統(tǒng)的目標(biāo)和需要解決的問題,確定了企業(yè)業(yè)務(wù)流程及功能架構(gòu)；對(duì)系統(tǒng)設(shè)計(jì)與實(shí)現(xiàn)過程進(jìn)行了詳細(xì)的介紹；對(duì)重點(diǎn)模塊的實(shí)現(xiàn)和采用的技術(shù)基于ADO.NET的Stream對(duì)象圖片存取和系統(tǒng)決策管理中基于決策樹的客戶價(jià)值分析進(jìn)行詳細(xì)分析；通過對(duì)系統(tǒng)進(jìn)行測試的結(jié)果表明系統(tǒng)的性能和功能滿足企業(yè)的實(shí)際需求；最后對(duì)研究成果進(jìn)行了客觀的評(píng)價(jià),并對(duì)未來的發(fā)展方向做了分析與展望。 系統(tǒng)采用B/S體系結(jié)構(gòu),SQL Server2005數(shù)據(jù)庫,利用Microsoft.NET及相關(guān)技術(shù)體系對(duì)其核心模塊開發(fā)實(shí)現(xiàn)。CRM系統(tǒng)的功能主要包括五大功能模塊�？蛻艄芾砟K除了實(shí)現(xiàn)客戶基本信息管理模,還具有公庫管理、客戶回訪等功能。媒體管理模塊實(shí)現(xiàn)對(duì)媒體的基本信息管理、媒體維護(hù)及租賃管理功能;合同管理模塊主要實(shí)現(xiàn)合同簽訂過程中的流程控制；分析決策管理模塊實(shí)現(xiàn)對(duì)客戶及媒體的價(jià)值分析為企業(yè)決策服務(wù)；系統(tǒng)維護(hù)主要負(fù)責(zé)系統(tǒng)權(quán)限的分配及角色配咒。該CRM系統(tǒng)實(shí)現(xiàn)了企業(yè)經(jīng)營活動(dòng)與決策的自動(dòng)化和一體化。 系統(tǒng)已交付企業(yè)試運(yùn)行,CRM系統(tǒng)的應(yīng)用優(yōu)化了企業(yè)的業(yè)務(wù)流程,提高了工作效率,基本實(shí)現(xiàn)了預(yù)期的目標(biāo)。隨著應(yīng)用的深入,將會(huì)繼續(xù)開發(fā)移動(dòng)版的客戶端系統(tǒng),更加方便用戶的使用。
[Abstract]:In the face of fierce market competition, enterprises are looking for ways and means to help them improve their competitive performance. Customer relationship management (CRM) helps enterprises to optimize their management methods and provide decision support through customer information management, analysis, and business process reengineering and quantitative management. The implementation of CRM in enterprise management has become a means for enterprises to improve their core competitiveness. According to the actual demand of Henan Hanfeng Culture Media Company, the process of analyzing and designing CRM system is discussed in detail. Based on the deep analysis of the research background and significance of the subject, this paper discusses the problems existing in the implementation of customer relationship management system in small and medium-sized enterprises and the current research situation at home and abroad. The basic theory and technology of customer relationship management and data mining are deeply studied, and the integration of data mining and CRM, the process of implementing data mining in CRM and the application of data mining in CRM are discussed and analyzed emphatically. Through the thorough investigation of the enterprise, the actual situation of the enterprise is fully understood, the objectives and problems of the CRM system are clarified, the business process and the functional framework of the enterprise are determined, and the design and implementation process of the system is introduced in detail. The implementation and technology of key modules are analyzed in detail based on Stream object picture access based on ADO.NET and customer value analysis based on decision tree in system decision management. The test results show that the performance and function of the system meet the actual needs of the enterprise. Finally, the research results are objectively evaluated, and the future development direction is analyzed and prospected. The system adopts the system structure of B / S and SQL Server2005 database, and uses Microsoft.NET and related technical system to develop and implement the core modules of the system. The functions of the system include five main functional modules. Customer management module not only realizes the basic customer information management model, but also has the functions of public library management, customer return visit and so on. The media management module realizes the basic information management, the media maintenance and the rental management function of the media, the contract management module mainly realizes the process control in the contract signing process. The analysis decision management module realizes the value analysis to the customer and the media, and the system maintenance is mainly responsible for the assignment of the system authority and the role mantra. The CRM system realizes the automation and integration of business activities and decision-making. The application of CRM system, which has been delivered to the enterprise, optimizes the business process, improves the working efficiency, and basically achieves the expected goal. As the application deepens, will continue to develop the mobile version of the client system, more user-friendly.
【學(xué)位授予單位】：大連理工大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2013
【分類號(hào)】：TP311.52

【參考文獻(xiàn)】

相關(guān)期刊論文 前10條

1 喬惠萍;;多媒體網(wǎng)絡(luò)中的QoS管理[J];電腦開發(fā)與應(yīng)用;2010年08期

2 林平榮;;高校軟件測試自動(dòng)化教學(xué)平臺(tái)的搭建[J];電腦知識(shí)與技術(shù);2010年28期

3 宋建軍;高會(huì)生;;電子商務(wù)環(huán)境下企業(yè)實(shí)施CRM問題分析[J];山西大同大學(xué)學(xué)報(bào)(社會(huì)科學(xué)版);2009年03期

4 張俊蘭;李源平;;基于SQL Server的Asp.net圖片存儲(chǔ)技術(shù)[J];電子設(shè)計(jì)工程;2009年03期

5 閆安;;ARP攻擊的原理與防護(hù)[J];電腦知識(shí)與技術(shù);2011年17期

6 孔海峰;李廣勇;;SQL Server 2000的數(shù)據(jù)倉庫解決方案[J];海軍航空工程學(xué)院學(xué)報(bào);2005年02期

7 杜麗娟;曹玉梅;;客戶關(guān)系管理在企業(yè)營銷管理中的應(yīng)用[J];河北理工大學(xué)學(xué)報(bào)(社會(huì)科學(xué)版);2010年05期

8 朱婧;;中小企業(yè)實(shí)施CRM現(xiàn)狀及對(duì)策研究[J];機(jī)械管理開發(fā);2010年06期

9 胡迎松,彭利文,池楚兵;基于.NET的Web應(yīng)用三層結(jié)構(gòu)設(shè)計(jì)技術(shù)[J];計(jì)算機(jī)工程;2003年08期

10 鄒媛;;基于決策樹的數(shù)據(jù)挖掘算法的應(yīng)用與研究[J];科學(xué)技術(shù)與工程;2010年18期

，

本文編號(hào)：2180316