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摘要I摘要伴随着信息技术的进步和网络应用的普及，信息化建设已逐渐在各行各业展开，并日益成为广大中小企业为占据市场竞争优势所必须考虑到的重要举措。笔者针对特立屋（上海）商贸有限公司销售市场规模扩大、尚无系统的客户管理措施的现状，展开客户关系管理系统的研究工作。旨在通过课题的研究，设计并实现一个功能实用、操作简便的客户关系管理系统，服务于公司的市场部广大员工。论文研究的工作包括：首先深入公司相关部门调研，进行客户关系管理的系统分析工作，给出详细的需求分析报告；其次，针对用户的具体需求，提出客户关系管理系统的实现方案。方案采用数据访问和应用分离的三层架构框架，利用ASP.NET技术，在VisualStudio2008开发平台上结合SQLServer2005数据库实现基于B/S模式的客户关系管理系统。再次，基于上述方案，实现了营销管理、客户管理、服务管理、客户分析、系统管理等五大功能应用。其中，营销管理实现了市场部销售信息的共享、销售计划的上报。客户管理实现了公司客户信息管理的系统化，有效避免了客户的流失。通过对客户分析功能的研发，为公司领导的决策提供了有价值的参考数据。最后，对系统开展了单元测试、集成测试、性能测试，验证了系统的正确性。课题研究的方案将软件工程的思想应用到客户关系管理系统的开发中，从需求分析、概要设计、详细设计、编码实现、系统测试等方面详细论述了系统的规划和开发流程。按照方案开发出的客户关系管理系统操作简便，界面友好,维护简便，数据库运行稳定，执行速度快,数据安全性高。目前，该客户关系管理系统已在特立屋（上海）商贸有限公司正式上线运行，运行状态稳定。关键词：客户关系管理系统，ASP.NET技术，三层架构，B/S模式AbstractIIAbstractAlongwiththeprogressofinformationtechnologyandnetworkpopularization,theinformationizationhasgraduallyspreadinalltradesandprofessions,andincreasinglybecomesmallandmedium-sizedenterprisesoccupythemarketcompetitiveadvantageforthemustconsidertheimportantaction.TheauthorTerryHouse(Shanghai)TradingCo.,LTD.Salesmarketscale,thereisnosystematiccustomermanagementmeasures,thepresentsituationofthecustomerrelationshipmanagementsystemontheresearchwork.Aimstotopicresearch,designandimplementafunctionispractical,simpleandconvenientoperatingcustomerrelationshipmanagementsystemintheserviceofthecompany,thestaffoftheMarketingDepartment.Researchworkinclude:Thefirstinvestigationintothecompanyrelevantdepartments,customerrelationshipmanagementsystemanalysis,givedetaileddemandanalysisreport;Second,inviewoftheuser'sspecificneedsofcustomerrelationshipmanagementsystem,andputsforwardthescheme.Schemeadoptsthedataaccessandtheseparationofapplicationofthreearchitectureframework,usingasp.nettechnologyinVisualStudio2008developmentplatformcombinedwithSQLServer2005databasebasedonB/Smodeltorealizethecustomerrelationshipmanagementsystem.Again,basedontheplan,toachievethemarketingmanagement,customermanagement,servicemanagement,customeranalysis,systemmanagement,thefivefunctionsapplications.Amongthem,themarketingmanagementtorealizethemarketinginformationsharing,thesalesreportsalesplan.Thecustomermanagementisrealizedthecompanycustomerinformationmanagementofthesystematic,effectivelyavoidthelossofcustomers.Throughtheanalysisofthefunctionofcustomersforthecompanyleadershipdevelopment,decisionprovidesthevaluablereferencedata.Finally,thesystemtocarryouttheunittest,integrationtesting,performancetestingtoverifythecorrectnessofthesystem.Subjectresearchplanwilltheconceptofsoftwareengineeringapplicationtothecustomerrelationshipmanagementsystemdevelopment,fromtherequirementanalysis,AbstractIIIgeneraldesign,detaileddesign,implement,andtestsystem,thispaperreviewsthesystemplanninganddevelopmentprocess.Accordingtothedevelopmentofaschemeofcustomerrelationshipmanagementsystem,easyoperationandfriendlyinterface,convenientmaintenance,operationisstable,andtheexecutiondatabasespeed,highsafetydata.Atpresent,thecustomerrelationshipmanagementsystemhassetupafileintheTerryHouse(Shanghai)TradingCo.,LTDformallyrunning,stableoperationonline.Keywords:CustomerRelationshipManagementSystem，Asp.netTechnology，Three-layerStructure，B/SModel目录IV目录第一章引言....................................................................................................................11.1系统开发背景....................................................................................................11.2国内外研究现状................................................................................................21.3本文研究内容....................................................................................................31.4论文组织结构....................................................................................................4第二章系统开发工具及相关技术介绍........................................................................52.1ASP.NET概述.....................................................................................................52.1.1B/S模式介绍............................................................................................52.1.2ASP.NET发展历程、优点及新特性.......................................................52.1.3ASP.NET的运行原理...............................................................................72.2VisualStudio概述...............................................................................................92.3SQLServer2005介绍......................................................................................10第三章系统分析..........................................................................................................123.1可行性分析......................................................................................................123.1.1经济可行性............................................................................................123.1.2技术可行性............................................................................................123.1.3操作可行性............................................................................................133.2系统运行环境及软件配置.....................................