【摘要】：在傳統(tǒng)商務(wù)時代，，客戶關(guān)系管理有很大的局限性，存在著客戶資料保存不善、客戶分類混亂、客戶聯(lián)系不夠密切等問題。隨著企業(yè)信息化的加深，電子商務(wù)已經(jīng)應(yīng)用在了各行各業(yè)，信息技術(shù)對旅游業(yè)的發(fā)展有很大作用，電子化的客戶關(guān)系管理能更好的維護(hù)旅游公司與客戶之間的關(guān)系。本文在大客戶關(guān)系管理研究的基礎(chǔ)上，對系統(tǒng)可行性、安全性進(jìn)行了分析，根據(jù)系統(tǒng)邏輯設(shè)計、業(yè)務(wù)流程設(shè)計和實(shí)例研究的結(jié)果提出一個新的旅游信息系統(tǒng)模式。 客戶是企業(yè)盈利的來源，大客戶更是為企業(yè)貢獻(xiàn)了大多數(shù)的利潤，將大客戶和合作伙伴都視作是企業(yè)的大客戶，即買方大客戶和賣方大客戶，對這兩種大客戶的關(guān)系管理十分重要�；诖罂蛻舻穆糜涡畔⑾到y(tǒng)作為中介者將大客戶與供應(yīng)商聯(lián)系起來，得到“三贏”的結(jié)果。 本文對系統(tǒng)用戶做了完善的分類，按企業(yè)信息化的程度將大客戶分為了兩類，向有開放OA的客戶提供植入式的接口，向信息化不夠完善的客戶提供公共的系統(tǒng)界面；在系統(tǒng)內(nèi)部按合作伙伴供應(yīng)的服務(wù)類型分為了六類；從系統(tǒng)管理人員的角度按其管理權(quán)限的不同賦予其不同的系統(tǒng)操作功能。 對于旅游公司而言，旅游信息系統(tǒng)從開發(fā)到運(yùn)行維護(hù)都存在相當(dāng)?shù)碾y度和很高的成本，需要成功的處理好規(guī)模與效益的關(guān)系，在積累效益達(dá)到一定程度之后，再逐步的擴(kuò)大規(guī)模。
[Abstract]:In the traditional business era, customer relationship management (CRM) has great limitations, such as poor preservation of customer data, confusion of customer classification, and lack of close relationship between customers. With the deepening of enterprise information, e-commerce has been applied in various industries, information technology has a great role in the development of tourism, electronic customer relationship management can better maintain the relationship between tourism companies and customers. Based on the research of large customer relationship management, this paper analyzes the feasibility and security of the system, and puts forward a new model of tourism information system according to the results of system logic design, business process design and case study. The customer is the source of the enterprise profit, the big customer has contributed most of the profit for the enterprise, regard the big customer and the partner as the big customer of the enterprise, namely the buyer big customer and the seller big customer, The relationship between these two major customers is very important. The tourism information system based on the big customer, as the intermediary, connects the big customer with the supplier, and obtains the result of "three wins". In this paper, the users of the system are classified into two categories according to the degree of enterprise informatization, providing the embedded interface to the customers with open OA, and providing the common system interface to the customers who are not perfect in information technology. It is divided into six categories according to the type of service provided by the partner within the system, and the system operation function is assigned to the system manager according to the different management authority from the point of view of the system manager. For tourism companies, tourism information systems from development to operation and maintenance have considerable difficulty and high cost, it is necessary to successfully handle the relationship between scale and efficiency, after the accumulation of benefits to a certain extent, And then gradually expand the scale.
【學(xué)位授予單位】：天津大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2012
【分類號】：F270.7;F590.6

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