某銀行客戶關(guān)系管理系統(tǒng)設(shè)計(jì)與實(shí)現(xiàn)
發(fā)布時(shí)間：2018-11-16 11:26
【摘要】：商業(yè)銀行在以往經(jīng)歷了很長一段時(shí)間的產(chǎn)品、服務(wù)供不應(yīng)求時(shí)期,此期間的金融市場壟斷導(dǎo)致了其服務(wù)意識的薄弱,總分支各級部門獨(dú)自為證,以業(yè)務(wù)為中心,沒有把客戶的體驗(yàn)和需求放在首位。隨著當(dāng)下商業(yè)銀行競爭日益激烈,加上互聯(lián)網(wǎng)金融的不斷沖擊,各商業(yè)銀行逐漸開始關(guān)注客戶的管理,客戶關(guān)系管理系統(tǒng)在此背景下應(yīng)運(yùn)而生。根據(jù)調(diào)研,目前國內(nèi)部分商業(yè)銀行的系統(tǒng)建設(shè)仍然很落后,甚至還是以賬戶為中心,雖然建設(shè)了類似數(shù)據(jù)倉庫的集市,但各類業(yè)務(wù)系統(tǒng)的數(shù)據(jù)還是單獨(dú)存放,數(shù)據(jù)分散單一,形成了多個(gè)信息孤島,客戶關(guān)系管理系統(tǒng)的建設(shè)能夠把這些信息孤島整合起來,建立聯(lián)系,實(shí)現(xiàn)其數(shù)據(jù)價(jià)值,為銀行的客戶管理、客戶細(xì)分、差異化服務(wù)、精準(zhǔn)營銷提供基礎(chǔ)支撐。本論文主要分析闡述了客戶關(guān)系管理系統(tǒng)的選題背景、目的、意義以及國內(nèi)外研究現(xiàn)狀,分析闡述了客戶關(guān)系管理系統(tǒng)開發(fā)涉及到的相關(guān)軟件開發(fā)技術(shù),分析了系統(tǒng)開發(fā)的可行性,對客戶關(guān)系管理系統(tǒng)的業(yè)務(wù)流程做了分析闡述,同時(shí),分析了系統(tǒng)建設(shè)的總體目標(biāo),功能需求和非功能性需求,分析闡述了客戶關(guān)系管理系統(tǒng)的結(jié)構(gòu)、設(shè)計(jì)原則、整體架構(gòu)、安全設(shè)計(jì)、異常處理,對系統(tǒng)的數(shù)據(jù)庫進(jìn)行了概要設(shè)計(jì)和邏輯設(shè)計(jì),最后編程實(shí)現(xiàn)了客戶關(guān)系管理系統(tǒng)。本文采用B/S結(jié)構(gòu)作為客戶關(guān)系管理系統(tǒng)的框架,運(yùn)用MVC三層架構(gòu)設(shè)計(jì)模式,使用的數(shù)據(jù)庫軟件為Oracle,采用JAVAEE為軟件開發(fā)語言,通過EXTJS實(shí)現(xiàn)前端展現(xiàn),實(shí)現(xiàn)了客戶關(guān)系管理的客戶360度信息整合和展現(xiàn),包括對公客戶的高級查詢、零售客戶的高級查詢,對公客戶的視圖首頁展示、對公客戶基礎(chǔ)類信息整合展示、對公客戶業(yè)務(wù)匯總信息展示、對公客戶財(cái)務(wù)信息展示、對公客戶歸屬信息展示、零售客戶視圖首頁展示、零售客戶基礎(chǔ)類信息展示、零售客戶業(yè)務(wù)概覽信息展示、客戶層級變動信息展示、客戶歸屬信息展示。論文最后對實(shí)現(xiàn)的客戶關(guān)系管理系統(tǒng)進(jìn)行了測試工作,包括測試目標(biāo)與內(nèi)容的整理、測試案例的編寫、測試網(wǎng)絡(luò)、測試軟硬件環(huán)境的準(zhǔn)備,根據(jù)測試結(jié)果,進(jìn)一步修改程序的錯(cuò)誤,完善了系統(tǒng)功能,最后根據(jù)性能目標(biāo)進(jìn)行了性能測試,提升了系統(tǒng)使用的性能和穩(wěn)定性�？蛻絷P(guān)系管理系統(tǒng)的開發(fā),可以對客戶信息進(jìn)行全面整合,實(shí)現(xiàn)信息充分共享,有利于減少銀行客戶經(jīng)理的工作量,提高銀行管理層的工作效率,節(jié)省管理成本,也有利于客戶信息的查詢、隨時(shí)掌握客戶業(yè)務(wù)以及其自身各個(gè)方面變化的情況,確�？蛻�360度信息的準(zhǔn)確無誤,保證為客戶提供更為快捷與周到的服務(wù),把“為客戶解決需求”的理念貫徹到銀行的所有環(huán)節(jié)中。
[Abstract]:In the past, commercial banks have experienced a long period of product and service supply exceeding supply. During this period, the monopoly of financial market led to the weakness of their service consciousness. The customer's experience and needs are not at the top of the list. With the increasingly fierce competition of commercial banks and the continuous impact of Internet finance, commercial banks gradually began to pay attention to customer management, customer relationship management system came into being under this background. According to the investigation, the system construction of some domestic commercial banks is still very backward at present, even taking the account as the center. Although the market similar to the data warehouse has been built, the data of all kinds of business systems are still stored separately, and the data are scattered and single. The construction of customer relationship management system can integrate these isolated information islands, establish connections, realize their data value, and serve for customer management, customer segmentation and differentiation of banks. Precision marketing provides basic support. This paper mainly analyzes the background, purpose, significance and current research situation of customer relationship management system, and analyzes the related software development technology involved in the development of customer relationship management system. The feasibility of the system development is analyzed, and the business process of the CRM system is analyzed. At the same time, the overall goal, functional requirements and non-functional requirements of the system construction are analyzed. The structure, design principle, overall structure, security design, exception handling of the customer relationship management system are analyzed and expounded. The database of the system is designed briefly and logically. Finally, the customer relationship management system is realized by programming. In this paper, B / S structure is used as the framework of customer relationship management system, the design pattern of MVC three-tier architecture is used, the database software is Oracle, and JAVAEE is used as the software development language, and the front-end display is realized through EXTJS. Realized customer 360-degree information integration and display of customer relationship management, including advanced inquiry to public customer, advanced inquiry of retail customer, display of view home page to public customer, integration display of basic information of public customer, To the public customer service summary information display, to the public customer financial information display, to the public customer ownership information display, retail customer view home page display, retail customer basic class information display, retail customer business overview information display, Customer level change information display, customer ownership information display. At the end of the paper, the test work of the CRM system is carried out, including the arrangement of the test objectives and contents, the compilation of test cases, the test network, the preparation of the software and hardware environment, and the test results. The error of the program is further modified and the system function is perfected. Finally, the performance test is carried out according to the performance target, which improves the performance and stability of the system. The development of customer relationship management system can fully integrate customer information, realize full information sharing, reduce the workload of bank customer manager, improve the efficiency of bank management, and save management cost. It is also conducive to the inquiry of customer information, to keep abreast of the changes in customer business and its own aspects, to ensure the accuracy of the customer's 360-degree information, and to ensure a faster and more considerate service for customers. The concept of "solving customer needs" will be implemented in all aspects of the bank.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：TP311.52
本文編號：2335389
[Abstract]:In the past, commercial banks have experienced a long period of product and service supply exceeding supply. During this period, the monopoly of financial market led to the weakness of their service consciousness. The customer's experience and needs are not at the top of the list. With the increasingly fierce competition of commercial banks and the continuous impact of Internet finance, commercial banks gradually began to pay attention to customer management, customer relationship management system came into being under this background. According to the investigation, the system construction of some domestic commercial banks is still very backward at present, even taking the account as the center. Although the market similar to the data warehouse has been built, the data of all kinds of business systems are still stored separately, and the data are scattered and single. The construction of customer relationship management system can integrate these isolated information islands, establish connections, realize their data value, and serve for customer management, customer segmentation and differentiation of banks. Precision marketing provides basic support. This paper mainly analyzes the background, purpose, significance and current research situation of customer relationship management system, and analyzes the related software development technology involved in the development of customer relationship management system. The feasibility of the system development is analyzed, and the business process of the CRM system is analyzed. At the same time, the overall goal, functional requirements and non-functional requirements of the system construction are analyzed. The structure, design principle, overall structure, security design, exception handling of the customer relationship management system are analyzed and expounded. The database of the system is designed briefly and logically. Finally, the customer relationship management system is realized by programming. In this paper, B / S structure is used as the framework of customer relationship management system, the design pattern of MVC three-tier architecture is used, the database software is Oracle, and JAVAEE is used as the software development language, and the front-end display is realized through EXTJS. Realized customer 360-degree information integration and display of customer relationship management, including advanced inquiry to public customer, advanced inquiry of retail customer, display of view home page to public customer, integration display of basic information of public customer, To the public customer service summary information display, to the public customer financial information display, to the public customer ownership information display, retail customer view home page display, retail customer basic class information display, retail customer business overview information display, Customer level change information display, customer ownership information display. At the end of the paper, the test work of the CRM system is carried out, including the arrangement of the test objectives and contents, the compilation of test cases, the test network, the preparation of the software and hardware environment, and the test results. The error of the program is further modified and the system function is perfected. Finally, the performance test is carried out according to the performance target, which improves the performance and stability of the system. The development of customer relationship management system can fully integrate customer information, realize full information sharing, reduce the workload of bank customer manager, improve the efficiency of bank management, and save management cost. It is also conducive to the inquiry of customer information, to keep abreast of the changes in customer business and its own aspects, to ensure the accuracy of the customer's 360-degree information, and to ensure a faster and more considerate service for customers. The concept of "solving customer needs" will be implemented in all aspects of the bank.
【學(xué)位授予單位】：電子科技大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2017
【分類號】：TP311.52
【參考文獻(xiàn)】
相關(guān)期刊論文 前3條
1 周麗麗;段海濤;;企業(yè)客戶關(guān)系管理現(xiàn)狀研究[J];商場現(xiàn)代化;2008年17期
2 季新梅;客戶關(guān)系管理的價(jià)值及實(shí)施要點(diǎn)[J];市場周刊(研究版);2005年05期
3 荊寧寧,楊亞達(dá);客戶的分類與管理[J];中國質(zhì)量;2002年08期
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