crm学士论文

本科生毕业设计(论文)题目:中小制造企业客户关系管理系统的研究与设计英文题目:TheresearchanddesignofCustomerRelationshipManagementsystemaboutsmallmanufacturingcompany系:机械工程系专业:工业工程班级:工业0701班学生:学号:07412134指导教师:马立坤职称:助教指导教师:职称:北京科技大学天津学院本科生毕业设计（论文）-1-摘要客户关系管理强调以客户为中心，企业的活动围绕客户展开。本文旨在设计开发一个适合中小企业的客户关系管理系统，使企业应用客户关系管理的理念，提高企业的客户关系管理水平。本文根据中小企业特点，结合对CRM理论及相关技术的研究和对系统的需求分析，确定了系统的实现方案。本文设计的系统C/S结构模式进行设计。该系统应用MicrosoftSQLServer2000作为数据库服务器，采用VB作为开发平台，使用VB语言进行应用程序的开发。结合开发系统的需求特点，分析了CRM系统功能模块和业务流程，完成了系统总体功能设计和各子系统的详细功能设计。本文CRM系统设计实现了客户管理子系统，客户发展子系统，产品信息子系统，系统管理子系统。通过对分析决策算法的研究，本文为分析决策功能设计了如下算法：因素影响评估算法，为企业决策提供分析决策依据。根据系统设计原则，按子系统功能模功能。实现了客户信息，产品信息的管理，客户流失原因的分析。本文设计实现的CRM系统可运行在WindowsXP/VISTA操作系统上。并进行了系统的测试，运行良好。关键词：客户关系管理，VB语言，决策分析算法，SQLServer2000北京科技大学天津学院本科生毕业设计（论文）-2-RelatetomanagesystemamidthelittlemanufacturingconcerncustomerAbstractCustomerRelationshipManagementstressesthecustomersascenter,andallworkofenterprisesaresurroundingcustomers.TheCustomerRelationshipManagementsystemwhichcouldbefitsmallandmedium-sizedenterprisesisdeveloped.TheenterprisesapplytheideaofCustomerRelationshipManagementtoimprovethemanagementleveloftheenterprisesUsingthetheoryanddevelopmenttechnologyofCRMsystemandtheanalysisofthesystemdemand,theprojectforeffectuatingthesystemisestablishedaccordingtothecharacteristicsofsmallandmedium-sizedenterprises.ThesystemisdesignedwithBrowser/Servermodelofthethree-tierarchitecture.MicrosoftSQLServer2000isadoptedasbackgrounddatabase,MicrosoftVBisadoptedasdevelopingtool,VBisadoptedasdevelopinglanguageAccordingtothecharacteristicsofsystemrequirement，thefunctionalmodeloftheCRMsystemisestablished,thebusinessprocess,theoverallsystemfunctionstructureandsubsystemdetailedfunctionstructurearedesigned.TheCRMsystemisdesignedinto4subsystems:CustomerResourcManagementSubsystem,CustomerDevelopmentManagementSubsystem,CustomerServiceManagementSubsystem.Analysisanddecisionalgorithmisstudiedand3assessmentalgorithms:Factorsimpactassessmentalgorithm.Usingthesealgorithmsinthesystem,assessmentanalysisofthereasonsforthelossofcustomers,employeeperformanceassessmentanalysis,customercomplaintassessmentanalysisetcareachieved,whichcanprovidetheanalysisdecisionbasisfortheenterprisedecision.Theconcretefunctionofeverysubsystemisdevelopedaccordingtotheprincipleofsystemdesign.thetechnologyofstoredprocedurisstudie,andthestoredprocedureisutilizeedtoefficientlyandflexiblyoperatedatabase,toimprovethesystemoperatingefficiency.Inthispaper,theCRMsystemcanberunonWindowsXP/VSITAoperatingsystem.Itisdebuggedinlaboratoryandrunswell.KeyWords：CRM,VB,Decisionanalysisalgorithm，SQLServer2000北京科技大学天津学院本科生毕业设计（论文）-1-目录摘要..................................................................................................................................1Abstract.....................................................................................................................................21绪论.......................................................................................................................................41.1课题背景及意义.......................................................................................................41.2CRM理论及其研究..................................................................................................41.2.1CRM的概念....................................................................................................41.2.2CRM的核心概念...........................................................................................51.3CRM国内外研究现状及发展趋势........................................................................61.3.1CRM的国外发展状况...................................................................................61.3.2CRM的国内发展状况...................................................................................71.4本论文的主要研究内容...........................................................................................91.5本章小结..................................................................................................................102系统可行性分析和需求分析............................................................................................112.1系统开发背景..........................................................................................................112.2系统可行性分析......................................................................................................122.3系统需求分析..........................................................................................................122.3.1用户需求分析...............................................................................................122.3.1功能需求分析...............................................................................................122.4系统流程分析..........................................................................................................132.5本章小结..................................................................................................................153系统总体设计.....................................................................................................................163.1设计原则.........