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I摘要当前，我国的商业银行各项业务信息系统因技术及信息安全考虑，人为设置物理隔绝仍相对普遍，导致各类型客户的业务数据不能有效结合，容易形成信息孤岛，无法有效整合各类信息资源，缺乏有效的数据分析系统进行客户信息分析。这使得商业银行针对机构客户的分类、定位、评价、排序与综合分析难度较大，难以适应激烈的市场同业竞争形势下对机构客户各类信息的采集、加工、整合和共享的新需求，难以为商业银行决策管理层提供高效、真实、准确的决策依据，也难以据此为机构客户提供适时适宜的高效高质量金融服务。因此，商业银行需要构建一个高效强大的机构客户管理系统（BIC-CRM）来整合机构客户信息、业务信息，为商业银行的机构负债类业务提供客户信息整合、管理、分析、解构提供直观化、立体化的服务平台-商业银行机构客户管理系统。本文基于以上银行客户关系管理系统的设计思想，提出并设计了一个银行客户关系系统，该系统前台使用JAVAMyEclipse5.5.0，后台数据库由SQLSERVER2005。本文详细阐述了该系统数据库的结构及主要实现功能，该系统实现了客户基本数据的记录、跟踪、查询、分析等。关键词：商业银行，客户关系管理（CRM），数据仓库，数据分析IIABSTRACTAtpresent,ourcommercialbanksofbusinessinformationsystemsandinformationtechnologyandhumansecurityconsiderationssetofffromthegeneral,physicsisrelativetoeachtypeofclient'sbusinessdatacannotbeeffectivelycombined,toinformation,notbeeffectiveintegrationofvariouskindsofinformationresourcesandlackofeffectivedataanalysisoftheinformationanalysissystems.Thecommercialbankstocustomersoftheorganization,positioning,evaluation,andacomprehensiveanalysis,difficulttoadapttotheintensemarketcompetitionsituationinprofessionalorganizationsofcustomerinformationcollection,processing,integratedandsharednewdemandforcommercialbanksandpolicytoprovideefficientmanagementandtrueandaccuratedecision-making,andthustoprovidetimelyandefficienthighqualityoffinancialservices.Therefore,commercialbanksneedtobuildapowerfulandeffectiveorganizationoftheinstitutionalclientcustomermanagementsystem（BIC--CRM）tointegratecustomerinformation,institutionsandbusinessinformationforcommercialbanksinprovidingsuchservicestothecustomerinformation,andthemanagementandanalysis,thedeconstruction,offeringeffectivecubistservicesplatformandcommercialbankmanagementsystem。Basedontheabove,thepaperpresentsanddesignsabankcustomerrelationshipsystem.ThissystemfrontstageadoptJAVAMyEclipse5.5.0andbackstageadoptSQLSERVER2000.thepaperdescribesindetailthesystemdatabasestructureandmainfunctionsofthesystemimplementation,customerbasicdatarecording,tracking,query,analysis.Keywords:Commercialbank,Managementclientrelationships(CRM),Datawarehouse,DataanalysisIII目录第一章绪论....................................................................................................................11.1课题研究背景与意义.............................................................................................11.2国内外研究现状.....................................................................................................21.3本文的主要研究内容............................................................................................31.4论文组织结构........................................................................................................4第二章CRM简介和选用的开发工具及关键技术....................................................52.1CRM的基本原理...................................................................................................52.1.1CRM的定义....................................................................................................52.1.2CRM的发展和内涵........................................................................................72.1.3CRM的核心思想............................................................................................82.2开发工具的选择....................................................................................................82.2.1JAVA技术介绍..............................................................................................102.2.2数据库技术的介绍.......................................................................................132.3本章小结...............................................................................................................18第三章系统需求分析................................................................................................193.1系统开发要求.......................................................................................................193.2系统业务总体需求分析.......................................................................................203.2.1客户信息管理业务分析................................................................................203.2.2业务信息管理业务分析................................................................................213.3非功能性需求.......................................................................................................243.3.1接口要求.......................................................................................................243.3.2性能需求.......................................................................................................243.3.3软件属性要求...............................................................................................253.4本章小结...............................................................................................................25第四章系统设计........................................................................................................274.1系统建设原则......................................................................................................284.2系统网络架设.......................................................................................................294.2.1系统应用范围和层次........................