【摘要】：物流的本質(zhì)是服務(wù)，然而當(dāng)前我國物流企業(yè)服務(wù)質(zhì)量不高導(dǎo)致客戶流失嚴(yán)重并最終給企業(yè)帶來巨大的損失。面對(duì)日益激烈的市場競爭，提高客戶滿意度、保持客戶忠誠度逐漸成為了國內(nèi)物流企業(yè)關(guān)注的熱點(diǎn)，不少企業(yè)已經(jīng)展開了向“以客戶為中心”的模式轉(zhuǎn)移，而客戶關(guān)系管理(Customer Relationship Management, CRM)由于在這場模式轉(zhuǎn)移中所發(fā)揮的重要作用而受到廣泛關(guān)注。另一方面，信息技術(shù)對(duì)于現(xiàn)代企業(yè)經(jīng)營的支撐與推動(dòng)作用也已毋庸置疑。因此，，設(shè)計(jì)符合物流行業(yè)客戶關(guān)系管理業(yè)務(wù)特點(diǎn)的CRM系統(tǒng)具有重要的理論價(jià)值與廣闊的應(yīng)用前景。 論文以物流行業(yè)客戶關(guān)系管理系統(tǒng)為研究對(duì)象，從物流行業(yè)客戶關(guān)系管理的業(yè)務(wù)特點(diǎn)出發(fā)，結(jié)合對(duì)標(biāo)準(zhǔn)的開發(fā)平臺(tái)框架以及關(guān)鍵技術(shù)的研究與使用，完成了一套可應(yīng)用實(shí)施的CRM系統(tǒng)解決方案。首先，論文在對(duì)相關(guān)系統(tǒng)實(shí)現(xiàn)技術(shù)進(jìn)行研究的基礎(chǔ)上，對(duì)所使用的ASP、數(shù)據(jù)庫、B/S架構(gòu)進(jìn)行了簡要介紹；接著在對(duì)已有CRM系統(tǒng)實(shí)現(xiàn)充分研究的基礎(chǔ)上，總結(jié)了CRM系統(tǒng)開發(fā)的原則與方法，并指出了本文所使用的分析設(shè)計(jì)方法以及開發(fā)環(huán)境；以此為基礎(chǔ)，結(jié)合重慶耐德工業(yè)股份有限公司的實(shí)際需求，設(shè)計(jì)了一套基于ASP平臺(tái)的物流客戶關(guān)系管理系統(tǒng)，其主要分析設(shè)計(jì)內(nèi)容包括：1.系統(tǒng)軟硬件需求分析2.系統(tǒng)總體設(shè)計(jì)3.系統(tǒng)各模塊詳細(xì)設(shè)計(jì)4.數(shù)據(jù)庫設(shè)計(jì)5.算法設(shè)計(jì)6. SRA認(rèn)證信息設(shè)計(jì)；最后，論文對(duì)主要模塊的系統(tǒng)實(shí)現(xiàn)進(jìn)行了詳細(xì)介紹，并基于相關(guān)測試對(duì)系統(tǒng)進(jìn)行了客觀的分析評(píng)估。SRA認(rèn)證信息是本系統(tǒng)一大特點(diǎn)，有效的保證了系統(tǒng)軟件的安全性能。
[Abstract]:The essence of logistics is service, however, the service quality of logistics enterprises in our country is not high at present, which leads to the loss of customers and finally brings huge losses to the enterprises. In the face of increasingly fierce market competition, increasing customer satisfaction and maintaining customer loyalty have gradually become the focus of attention of domestic logistics enterprises. Many enterprises have begun to transfer to the "customer-centered" mode. Customer relationship Management (CRM) (Customer Relationship Management, CRM) has been widely concerned because of its important role in this mode transfer. On the other hand, the support and promotion of information technology to modern enterprises is beyond doubt. Therefore, the design of CRM system in accordance with the characteristics of customer relationship management in logistics industry has important theoretical value and broad application prospect. This paper takes the customer relationship management system of logistics industry as the research object, starting from the business characteristics of customer relationship management in logistics industry, combining the standard development platform framework and the research and use of key technologies. A set of CRM system solution which can be applied and implemented is completed. First of all, on the basis of the research on the related system implementation technology, the paper briefly introduces the ASP, database and the B / S architecture. Then, based on the full research of the existing CRM system, the principles and methods of CRM system development are summarized, and the analysis and design methods and development environment used in this paper are pointed out. On this basis, combined with the actual demand of Chongqing Ned Industrial Co., Ltd, a set of logistics customer relationship management system based on ASP platform is designed. The main analysis and design contents are as follows: 1. Software and hardware requirements analysis of the system 2. The overall design of the system is 3. Each module of the system is designed in detail. Database design 5. Algorithm design. SRA authentication information design; Finally, the system implementation of the main modules is introduced in detail, and the system is objectively analyzed and evaluated based on the relevant tests. SRA authentication information is a major feature of the system, which effectively ensures the security performance of the system software.
【學(xué)位授予單位】：電子科技大學(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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