【摘要】：在信息技術(shù)飛速發(fā)展的今天,受以Internet技術(shù)為主要核心的企業(yè)互動(dòng)、全球一體化的影響,很多企業(yè)都會(huì)面臨一系列的問題,例如,如何將資源、銷售與企業(yè)發(fā)展緊密聯(lián)系;對(duì)于潛在客戶的定位與發(fā)展等。所以,以產(chǎn)品為中心的老式觀點(diǎn)已經(jīng)逐漸的被以客戶為中心的管理策略所替代。對(duì)客戶及其相關(guān)信息的整理對(duì)企業(yè)的可持續(xù)發(fā)展至關(guān)重要,客戶忠誠(chéng)度主要源于以下幾個(gè)方面:品牌的信譽(yù)、產(chǎn)品的質(zhì)量、銷售服務(wù)的質(zhì)量以及售后服務(wù)的質(zhì)量,做好其中任意一個(gè)環(huán)節(jié)都有助于提升客戶忠誠(chéng)度。CRM(Customer Relationship Management客戶關(guān)系管理)有很多的組成部分,客服服務(wù)管理模塊是其中一個(gè)十分重要的部分。在網(wǎng)絡(luò)環(huán)境下,客戶服務(wù)支持管理信息系統(tǒng)將成為一個(gè)企業(yè)面向客戶的窗口。對(duì)此系統(tǒng)中各項(xiàng)功能的完善勢(shì)必會(huì)大大提高企業(yè)的核心競(jìng)爭(zhēng)力,隨之而來的就是銷售額的大幅增加,企業(yè)形象的大幅提升。所有的這一切是以客戶服務(wù)來支持管理的。在網(wǎng)絡(luò)環(huán)境中人們會(huì)將視線更多的聚焦在怎么優(yōu)化這樣一個(gè)客戶來支持服務(wù)的系統(tǒng),如何提升對(duì)它的滿意度,以及如何吸引來更多的客戶注意�；趯�(duì)上述事實(shí)的考慮,客戶服務(wù)支持管理信息系統(tǒng)應(yīng)運(yùn)而生�？蛻舴⻊�(wù)支持管理信息系統(tǒng)主要實(shí)現(xiàn)了以下三個(gè)功能,第一,對(duì)客戶反饋回來的信息進(jìn)行詳細(xì)的記錄,第二,對(duì)這些記錄的集中式管理,第三,對(duì)這些記錄的檢索等。同時(shí),還可以進(jìn)一步為客戶進(jìn)行個(gè)性化的定制服務(wù),在企業(yè)的智能決策方面起到作用�？蛻舴⻊�(wù)支持管理信息系統(tǒng)采用SQLServer和.NET為平臺(tái)工具進(jìn)行設(shè)計(jì)開發(fā)。該系統(tǒng)主要實(shí)現(xiàn)了下面五個(gè)主要模塊:第一個(gè)子模塊,客服記錄管理;第二個(gè)子模塊,客戶信息管理;第三個(gè)子模塊,工作記錄管理;第四個(gè)子模塊,服務(wù)調(diào)查管理;第五個(gè)子模塊,記錄分配管理。本文主要由以下幾個(gè)部分組成:第一章緒論部分主要介紹了國(guó)內(nèi)外的相關(guān)研究背景與研究現(xiàn)狀。第二章介紹了本文所要實(shí)現(xiàn)的客戶服務(wù)支持管理系統(tǒng)所需要的依賴的核心技術(shù)。第三章總體設(shè)計(jì)交待了該系統(tǒng)一個(gè)大體上的設(shè)計(jì)思路與實(shí)現(xiàn)。第四章則通過用例圖類圖等關(guān)系給出了系統(tǒng)的詳細(xì)實(shí)現(xiàn)。第五章給出了系統(tǒng)的測(cè)試部分,檢測(cè)我們的系統(tǒng)是否能良性的運(yùn)行。
[Abstract]:With the rapid development of information technology, many enterprises are faced with a series of problems, such as how to link resources, sales and enterprise development closely under the influence of Internet technology as the main core of enterprise interaction and global integration. Position and development of potential customers. Therefore, the old-fashioned product-centric view has been gradually replaced by a customer-centric management strategy. The collation of customers and related information is very important to the sustainable development of enterprises. Customer loyalty mainly comes from the following aspects: brand reputation, quality of products, quality of sales and service and quality of after-sales service. There are a lot of components to do a good job of customer loyalty. CRM customer relationship management. Customer service management module is a very important part. In the network environment, customer service support management information system will become a customer-oriented window. The perfection of the functions of this system will greatly improve the core competitiveness of the enterprise, followed by a large increase in sales volume and corporate image. All this is supported by customer service. In the network environment, people will focus more on how to optimize such a customer to support the service system, how to enhance satisfaction with it, and how to attract more customer attention. Based on the above facts, customer service support management information system emerges as the times require. The customer service support management information system mainly realizes the following three functions: first, the detailed recording of the information returned by the customer; second, the centralized management of these records; thirdly, the retrieval of these records. At the same time, it can further provide customized service for customers, which plays an important role in enterprise intelligent decision-making. Customer service support management information system is designed and developed with SQLServer and. Net as platform tools. The system mainly implements the following five main modules: the first sub-module, customer service record management; the second sub-module, customer information management; the third sub-module, work record management; the fourth, service survey management; The fifth sub-module, record allocation management. This paper is mainly composed of the following parts: the first chapter introduces the background and current situation of the research at home and abroad. The second chapter introduces the core technology of customer service support management system. The third chapter describes the overall design of the system a general idea and implementation. In chapter 4, the detailed implementation of the system is given by use case diagram and class diagram. The fifth chapter gives the test part of the system to check whether our system can run well.
【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級(jí)別】：碩士
【學(xué)位授予年份】：2015
【分類號(hào)】：TP311.52

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本文編號(hào)：2227541