【摘要】：作者負(fù)責(zé)了匯豐基金管理公司CRM管理系統(tǒng)一期項(xiàng)目的計(jì)劃和實(shí)現(xiàn)。 整個(gè)項(xiàng)目針對(duì)基金行業(yè)的特點(diǎn),涵蓋并實(shí)現(xiàn)了CRM系統(tǒng)主要的五大范圍,即客戶管理、銷售管理、事務(wù)管理、商務(wù)管理和服務(wù)管理。中國(guó)加入WTO后,客戶關(guān)系體系在中國(guó)的到了極大的發(fā)展。在中國(guó),使客戶關(guān)系管理成為企業(yè)發(fā)展和壯大的工具也正變得越來越普遍。 整個(gè)項(xiàng)目過程涉及了CRM理論的各個(gè)領(lǐng)域,同時(shí)也體現(xiàn)了軟件工程理論的很多要點(diǎn),是進(jìn)行了軟件工程專業(yè)學(xué)習(xí)以后一次非常有價(jià)值的實(shí)踐。作者從軟件工程的角度,對(duì)項(xiàng)目從立項(xiàng)到運(yùn)行后評(píng)估的整個(gè)過程進(jìn)行了回顧,在各個(gè)階段選取了具有典型意義的過程加以重點(diǎn)闡述：項(xiàng)目立項(xiàng)的背景介紹、項(xiàng)目的啟動(dòng)階段的需求分析(主要包括業(yè)務(wù)需求分析、業(yè)務(wù)需求分析和系統(tǒng)功能分析)、項(xiàng)目設(shè)計(jì)階段的系統(tǒng)宏觀設(shè)計(jì)和詳細(xì)設(shè)計(jì)(主要包括系統(tǒng)構(gòu)架設(shè)計(jì)、數(shù)據(jù)庫(kù)設(shè)計(jì)以及系統(tǒng)功能模塊和前臺(tái)界面設(shè)計(jì))、項(xiàng)目實(shí)施階段的系統(tǒng)測(cè)試和發(fā)布；同時(shí)也介紹在匯豐基金管理公司CRM系統(tǒng)開發(fā)中具有廣泛典型性的平臺(tái)和技術(shù)。 匯豐銀行基金管理公司實(shí)施CRM是為了最大限度的提高，，改善客戶關(guān)系生命周期的性能。同時(shí),為了系統(tǒng)集成的客戶,公司,員工和其他資源的資源有效地,結(jié)構(gòu)化的分配和重組,方便在客戶關(guān)系生命周期的了解,使用的資源和知識(shí),簡(jiǎn)化,優(yōu)化業(yè)務(wù)流程,使公司和員工在銷售,服務(wù),市場(chǎng)營(yíng)銷活動(dòng),可以將精力集中到改善客戶關(guān)系,提高性能的一個(gè)重要方面和核心業(yè)務(wù),提高快速響應(yīng)客戶和員工的反饋能力,同時(shí)也帶來了方便,客戶,客戶可以根據(jù)基金產(chǎn)品,方案的需求迅速獲得個(gè)性化的服務(wù)。 通過參與此系統(tǒng)項(xiàng)目的整個(gè)生命周期的工作,作者對(duì)RM系統(tǒng)的理論和實(shí)踐知識(shí)有了史加系統(tǒng)、全面、深入的了解。
[Abstract]:The author is responsible for the planning and implementation of the first phase of the CRM Management system project of HSBC Fund Management Company. According to the characteristics of the fund industry, the whole project covers and implements five major areas of CRM system, namely, customer management, sales management, transaction management, business management and service management. After China's entry into WTO, the customer relationship system has developed greatly in China. In China, it is becoming more and more common to make CRM a tool for the development and growth of enterprises. The whole process of the project involves various fields of CRM theory, but also embodies a lot of key points of software engineering theory, which is a valuable practice after the study of software engineering major. From the point of view of software engineering, the author reviews the whole process from project establishment to post-operation evaluation, and focuses on the selection of typical processes in each stage: background introduction of project establishment, The requirements analysis of the start-up phase of the project (including business requirements analysis, business requirements analysis and system function analysis), the macro design and detailed design of the system in the project design stage (including the system architecture design, etc.), Database design, system function module and foreground interface design), system test and release in the project implementation stage, and the typical platform and technology in the development of CRM system of HSBC fund management company are also introduced. HSBC Fund Management implements CRM to maximize performance and improve customer relationship life cycle performance. At the same time, in order to integrate the resources of customers, companies, employees and other resources effectively and structurally, it is convenient to understand, use resources and knowledge in the life cycle of customer relationships, simplify and optimize business processes, Enables companies and employees to focus on improving customer relations, improving an important aspect of performance and core business, and improving the ability to respond quickly to customers and employees in sales, service, and marketing activities. At the same time, it also brings convenience, customers can quickly get personalized services according to the needs of fund products and programs. Through participating in the whole life cycle of the project, the author has a comprehensive and in-depth understanding of the theory and practice of RM system.
【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

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