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I基于敏捷企业架构框架的客户关系管理系统的设计与实现中文摘要随着市场经济的发展、企业竞争不断加强，市场逐步从以“产品”为中心向以“客户”为中心转化。客户关系管理就是一种以“客户”为中心的营销策略，是企业通过不断加强与客户的联系，了解客户的需求，不断的改善产品和服务，提高客户满意度，并且利用先进的IT技术和互联网技术实现企业电子化、自动化运营，并且对客户数据进行分析与整理，挖掘出隐藏的、有用的信息，进而从根本上提高企业在市场中的核心竞争力。本文针对中小企业客户关系管理系统存在的功能价值弱、使用率低等问题，开发出一套操作型与分析型相结合的面向中小企业的客户关系管理系统。它既能实现营销、销售、客户服务的流程自动化，又能对企业的交易数据进行分析，为企业决策提供服务。基于敏捷企业架构框架的客户关系管理系统的研究主要包括两部分：一是通过对企业架构的发展、概念及现今常用企业架构框架的研究，保存企业架构的基本理念，简化建立企业架构的步骤和方法，提出了一套简单、快速、面向中小企业的架构框架方法，即敏捷企业架构框架。二是根据敏捷企业架构框架方法，利用敏捷企业架构框架中的业务架构、数据架构、应用架构及技术架构的方法，建立联科信息有限公司客户关系管理系统的系统架构。并采用微软DynamicsCRM为开发平台进行开发。本系统包括市场营销模块、销售模块及客户服务模块,它实现了从营销活动计划到发觉潜在客户商机，对商机客户进行销售跟进，完成销售以及售后服务的自动化流程，最终对商机和客户信息进行分析。该系统有助于业务人员管理企业内部及客户的信息，使企业的日常管理更加的规范化，并且为企业决策提供数据支持。关键词：企业架构，敏捷企业架构框架，客户关系管理，DynamicsCRMIIDesignandImplementofCRMSystemBasedOnAgileEnterpriseArchitectureFrameworkAbstractWiththedevelopmentofthemarketeconomy,enterprisecompetitioniscontinuouslystrengthen,marketgraduallychangedfromtheproductsasthecentertothecustomerasthecenter.Customerrelationshipmanagement(CRM)isakindofcustomerasthecenterofthemarketingstrategy.Enterprisepassthroughconstantlystrengthentieswithcustomers,understandcustomerneeds,steadilyenhanceservicesandproducts,enhancecustomerdegreeofsatisfaction,anduseofadvancedITtechnologyandInternettechnologytorealizeenterpriseelectronic,automatedoperations,andthroughcustomerdataanalysisandarrange,wecandigoutthehiddenandusefulinformation,andthenfundamentallyimprovethecorecompetitivenessofenterprisesinthemarket.Idevelopedasmallandmedium-sizedenterprisecustomerrelationshipmanagementsystemwhichiscombinedoperationmodelandanalysismodel.Thissystemhadsolvedthesmallandmedium-sizedenterprisecustomerrelationshipmanagementsystem’sweaklyfunctionvalueandlowutilizationrateproblems.Itnotonlycanrealizetheprocessautomationofmarketing,sales,customerservice,butalsoanalyzetheenterprise'stransactiondata,andprovideserviceforbusinessdecisions.Customerrelationshipmanagementsystembasedonagileenterprisearchitectureframeworkoftheresearchmainlyincludestwoparts:Oneisthroughthedevelopmentoftheenterprisearchitecture,concepts,andthestudyofnowadays'senterprisearchitectureframework,Iputforwardasetofsimple,fast,smallandmedium-sizedenterprisesorientedarchitectureframeworkapproach,whichisnamedtheagileenterprisearchitectureframework.Itsavesthebasicideaofenterprisearchitecture,simplifythestepsandmethodsofestablishingtheenterprisearchitectureframework.AnotherisestablishsystemarchitectureofcustomerrelationshipmanagementsystemofLianKeinformationlimitedcompany,whichisusedbusinessarchitecture,dataarchitecture,applicationarchitecture,technologyarchitectureofagileenterprisearchitectureframework.AndthissystemusestheMicrosoftDynamicsCRMasadevelopmentplatformfordevelopment.Thissystemincludesmarketingmodule,salesmoduleandcustomerservice.Itimplementedtheprocessautomation,whichfrommarketplantofindingthepotentialclients,followeduponbusinesscustomers,achievedsalesandafter-salesservice.Finallyanalyzethebusinessopportunitiesandclients'sinformation.Thesystemishelpedbusinesspersonneltomanagetheinformationofenterpriseandcustomer,whichmakesdailymanagementstandardization,andprovidesdatasupportforIIIenterprisedecision-making.Keywords:enterprisearchitecture,agileenterprisearchitectureframework,customerrelationshipmanagement(CRM),DynamicsCRMIV目录中文摘要..............................................................................IAbstract.............................................................................II目录.............................................................................IV第1章绪论.........................................................................11.1研究背景与意义................................................................11.2国内外研究现状.................................................................21.3研究目标.......................................................................21.4主要内容与创新点...............................................................31.4.1主要内容.................................................................31.4.2创新点...................................................................31.5论文结构.......................................................................4第2章敏捷企业架构框架...............................................................52.1企业架构框架..................................................................52.1.1企业架构的发展历史.......................................................52.1.2企业架构的概念...........................................................62.2主流企业架构框架..............................................................72.2.1Zachman架构框架.........................................................72.2.2FEAF架构框架............................................................92.2.3TOGAF架构框架..........................................................102.2.4架构框架对比...........................................................132.3敏捷企业架构框架.............................................................142.3.1敏捷企业架构框架开发过程模型............................................142.3.2敏捷企业架构内容框架................................................