客户资源管理设计报告

专科生毕业设计（论文）I摘要客户资源管理（CustomerResourceManagement）从物理结构上说，它是一套智能化的信息处理系统，从功能上说，它是将企业的经营、管理导向“以客户为中心”的一套管理和决策方法。实际上，一个完整的CRM不仅包含了一个现代的网络呼叫中心的全部功能，而且还包含了把呼叫中心收集起来的信息和数据进行存储、加工、分析和整理。CRM系统整个平台是一个典型的Browser/Server平台结构，由网络服务器平台，网络数据库平台，系统文件和辅助开发工具组成。本系统主要是针对中小型企业，所以本系统的网络服务器平台为Microsoft公司的IIS平台，网络数据库平台为Microsoft公司的SQLServer2000数据库平台，辅助开发工具选用的是可视化网页编辑工具DreamweaverMX,在这个平台下采用ASP语言进行开发。本客户资源管理信息系统的开发对于企业全面实行现代化管理具有重要的现实意义，对企业的长远发展也有着积极的意义。本毕业论文中所开发的系统稍加整理便可用于实际工作中，具有一定的应用价值。关键词：客户资源管理CRM；管理信息系统MIS；ASP.NET；SQL专科生毕业设计（论文）IIAbstractCustomerResourceManagementisdefinedasasuitofintelligentizedinformationprocessingsystembyitsphysicalstructure,anditisdefinedasasuitofmanagingmethodwhichleadscorporation'smanagementtoCustomersarethecenter.Actually,aintactCRMnotonlyincludesallfunctionsofamodernnetworkcallcenter,butalsocanstore,process,analyseandcoordinatetheinformationanddatagatheredbynetworkcallcenter.TheflatofCRMsystemisatypicalBrowser/Serverflatstructure,includesnetworkserverflat,networkdatabaseflat,systemfileandassistantdeveloptool.Becausethissystemisprovidedforsmallcorporation,itsnetworkserverflatisIISproducedbyMicrosoftcorporation,networkdatabaseflatisSQLServer2000alsoproducedbyMicrosoftcorporation,assistantdeveloptoolisDreamweaverMXwhichisvisualizationedittoolofasp.ThedevelopmentofCRMisveryimportantformodernizingcorporation'smanagement,alsopromotesthegrowthofcorporation.Thesystemofthisthesiscanbeusedforcorporationafterlittledisposal,soitispracticality.Keywords：CustomerResourceManagement（CRM）；ManagementInformationSystem（MIS）ASP.NET；SQL专科生毕业设计（论文）III目录第1章绪论..........................................................................................................11.1序言...........................................................................................................11.2CRM现状及发展.......................................................................................11.2.1CRM技术现状................................................................................11.2.2CRM的发展....................................................................................21.3企业所面临的挑战...................................................................................41.4CRM的作用...............................................................................................4第2章系统分析....................................................................................................52.1系统开发目标...........................................................................................52.2功能分析...................................................................................................52.2.1系统信息源....................................................................................52.2.2系统功能分析................................................................................62.3可行性分析...............................................................................................72.3.1可行性分析的目的........................................................................72.3.2技术可行性....................................................................................82.3.3经济可行性....................................................................................92.3.4操作可行性....................................................................................92.3.5法律可行性..................................................................................102.3.6可行性研究结论..........................................................................10第3章系统设计..................................................................................................103.1设计思想.................................................................................................103.2系统建设目标.........................................................................................113.2.1近期目标......................................................................................123.2.2远期目标......................................................................................123.3系统结构设计.........................................................................................123.4软件和硬件的配置和设计.....................................................................133.4.1硬件配置......................................................................................133.4.2系统软件和开发工具及方法的选择..........................................143.4.2.3数据库........................................................................................153.4.2.4辅助开发工具............................................................................15专科生毕业设计（论文）IV3.5数据库设计.............................................................................................153.5.1概念模型设计..............................................................................153.5.2系统逻辑模型..............................................................................183.6数据字典.................................................................................................213.6.1系统数据流描述..........................................................................223.6.2系模式设计....................