【摘要】：客戶關(guān)系管理(CRM)是一種以實現(xiàn)企業(yè)利潤最大化，并且為企業(yè)客戶帶來最大利益為目的的一種營銷策略。在策略實施的過程中，以客戶為中心，利用信息技術(shù)加強管理。企業(yè)在進行管理的過程中，受到IT技術(shù)快速發(fā)展的影響，客戶關(guān)系管理越來越受到企業(yè)管理者的重視。尤其是近年來，客戶關(guān)系管理系統(tǒng)（CRMS）在網(wǎng)絡(luò)技術(shù)發(fā)展的帶動下也迅速地發(fā)展起來�，F(xiàn)代企業(yè)為了從客戶身上找到新的商機，與客戶保持更緊密地聯(lián)系，于是紛紛建立客戶關(guān)系管理系統(tǒng)。 本文通過小型客戶關(guān)系管理系統(tǒng)的設(shè)計與實現(xiàn)，系統(tǒng)闡述了定制企業(yè)客戶關(guān)系管理系統(tǒng)的過程�？蛻絷P(guān)系管理系統(tǒng)應(yīng)該以客戶為核心，并盡可能多的提供各種人性化功能，比如客戶生日提醒、客戶滿意度評價等來保證客戶資源不流失。 本文是采用管理信息系統(tǒng)的開發(fā)方法，結(jié)合中小企業(yè)自身的特點，依據(jù)客戶關(guān)系管理的內(nèi)在規(guī)律完成了中小企業(yè)客戶關(guān)系管理系統(tǒng)的開發(fā)。本客戶關(guān)系管理系統(tǒng)能夠使中小企業(yè)擁有符合自身發(fā)展要求的客戶信息系統(tǒng)，幫助中小企業(yè)轉(zhuǎn)變經(jīng)營策略，真正實現(xiàn)客戶利益最大化。同時，通過客戶關(guān)系的管理尋找潛在客戶，在客戶價值和企業(yè)利潤雙贏的基礎(chǔ)上營造良好的企業(yè)與客戶關(guān)系，增強企業(yè)的競爭力。 論文首先闡述了系統(tǒng)研發(fā)的背景，系統(tǒng)研發(fā)的現(xiàn)狀和發(fā)展趨勢，，然后介紹了在系統(tǒng)設(shè)計過程中所用到的相關(guān)技術(shù)。通過走訪大量中小企業(yè)用戶，了解中小企業(yè)的實際需求，提出系統(tǒng)設(shè)計的整體需求分析，在此基礎(chǔ)上提出設(shè)計目標和實現(xiàn)方法。 本文對客戶關(guān)系管理系統(tǒng)的整體架構(gòu)、功能設(shè)計也做了深入的剖析，并對數(shù)據(jù)庫的設(shè)計與實現(xiàn)方法做了詳細的闡述�；緦崿F(xiàn)了需求分析中提出的各項功能，測試效果滿足用戶需求。
[Abstract]:Customer relationship Management (CRM) is a kind of marketing strategy which aims to maximize the profits of enterprises and bring maximum benefits to customers. In the implementation of the strategy, customer-centered, using information technology to strengthen management. In the process of enterprise management, customer relationship management (CRM) is paid more and more attention by enterprise managers because of the rapid development of IT technology. Especially in recent years, the customer relationship management system (CRMS) has developed rapidly with the development of network technology. In order to find new business opportunities from customers, modern enterprises maintain closer contact with customers, so they set up customer relationship management system one after another. This paper describes the process of customizing customer relationship management system through the design and implementation of a small customer relationship management system. Customer relationship management system should take the customer as the core, and provide as many humanized functions as possible, such as customer birthday reminder, customer satisfaction evaluation and so on, to ensure that customer resources are not lost. This paper adopts the development method of management information system and combines the characteristics of small and medium-sized enterprises and completes the development of customer relationship management system of small and medium-sized enterprises according to the inherent law of customer relationship management. The customer relationship management system can make the small and medium-sized enterprises have the customer information system which can meet their own development requirements, help the small and medium-sized enterprises to change the management strategy, and realize the customer benefit maximization. At the same time, through the management of customer relationship to find potential customers, on the basis of customer value and profit win-win to create a good relationship between enterprises and customers, enhance the competitiveness of enterprises. Firstly, the background, current situation and development trend of system research and development are described, and then the related technologies used in system design are introduced. By visiting a large number of users of small and medium-sized enterprises to understand the actual needs of small and medium-sized enterprises, this paper puts forward the overall requirement analysis of the system design, and puts forward the design objectives and implementation methods on this basis. In this paper, the overall structure of customer relationship management system, functional design has also been deeply analyzed, and the database design and implementation methods are described in detail. The functions proposed in the requirement analysis are basically realized, and the test results meet the needs of the users.
【學(xué)位授予單位】：吉林大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2014
【分類號】：TP311.52

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