客户中心关系管理系统研究

南华大学硕士学位论文客户中心关系管理系统研究姓名：谢富强申请学位级别：硕士专业：计算机应用技术指导教师：唐耀庚20070501IInternet(CRM)CRM(Customer-CenteredRelationshipManagement,CCRM)CCRMCCRMCCRMCCRMCCRMCCRMB/SCRMP2PP2PCRMIICustomer-CenteredRelationshipManagementSystemResearchABSTRACTWiththedevelopmentofInternetandinformationtechnique,theapplicationofE-Commerceisbecomingmoreandmoreextensive.Undertheenterprisemanagementmodeofcustomer-centered,ithasbecomethemaintaskofthecustomerrelationshipsystemthathowtoobtaintheinformationofclientsintimeandhowtomeetrequirementsofcustomerthroughperfectcustomerserviceandthoroughcustomeranalysises,providingindividualanddifferentserviceandattainingonetoonemarketing.However,thetraditionalCRMsystemscannotmeettheneedsofobtainingthecustomersinformationintimeandcooperatingwiththeE-Ccommerce.Moreover,thecurrentCRMsystemisn'topenbecauseitisusedintheinteriorofenterpriseandhasn'texternalinformationservicefunctionorhaslimitedservicefunction.TheModelofCustomer-CenteredRelationshipManagement(CCRM)Systemisprovidedtomeettheaboveneeds.ThesystemframeworkoftheCCRMisdesignedandthemainfunctionmodulesoftheCCRMsystemareanalyzeddetailbydetail.Keytechnologyandrelevanttheoryinvolvedareintroduced.Besides,thekeytechnologyofBusinessIntelligenceapplicationintheCCRMsystemisdiscussedandthemodelofanCCRMintegrateddataanalysisisresearchedprimarily.ApracticalmarketingexamplebasedontheCCRMsystemmodelisdesignedindetail.TheproposedCCRMsystemmodelintegratestraditionalCRMcomponentsbasedonB/SstructureandmeltssomenewE-Commercetechnologies,suchasPortalandP2Pnetworktechnologyandputsmuchvalueupongeneralcustomerssothatitcanmeettheneedsofpromotingtheintercommunionbetweenenterpriseandcustomerconsumedlyandobtainingthecustomersinformationintime.Itsuppliesasolutionforsynchronouscollaborationamongenterprises.Meanwhile,itishelpfultorebuildtraditionalenterprisesbyusingE-Commerce,soithassomepracticalvalueandgoodprospects.Keywords:Customer-CenteredRelationshipManagement,SystemModel,Portal,P2P,CRM,BIShiehFu-Qiang(ComputerApplicationTechnology)DirectedbyTangYaogeng(Professor)II11.1(CustomerRelationshipManagementCRM)CRMCRMCRMCRMCRM[1]IPv6“”IPv6IPtheEconomicsofAbundanceCRMCRMCRM(Customer-CenteredRelationshipManagement,CCRM)CCRMCCRM2CRMP2PCCRM1.21.2.1CRMGartnerGroup1997(CustomerrelationManagement,CRM)CRM2005CRMCRM140AMRCRMSiebel(Oracle)SAP[2]CRM20002006CRMCRMCRMCRM[2]IDCCRM33.3%8[4]CRMCRMCRMCRMCRMCRMSalesforce.com800CRM.comXtools.cnon-demandCRMiCentraPortalforMortalCRMSugarCRMvTigerCRMtC3CRM[2][5]TurboCRMCRM“CRM”“CRM”/CRM“”“”“3”[6][7][8]CRMCRMCRMCTIWebCallCenterWebCRMCRMCRMCRMCRMCRM1.2.2CRMBusinessIntelligenceBI[9][10]SybaseIWSCRM[11][12]4GartnerGroup[13]GartnerGroup20105%80%14.91.3(Customer-CenteredRelationshipManagement,CCRM)CCRMCCRMCCRMCCRMCCRM1.41CRM2CCRMCCRM3CCRMCCRM4CCRMCCRMCCRM5CCRMCCRM5CCRM66CCRM2.1GartnerGroup1997(CRM)[14]CRMCRMGartnerCRM[15][16]CRM[17][18]CRM1-1CRM7CRMCRMCRM1-1CRMCRMCRM1-2ITCOM/DCOMCORBAE-BusinessC++JavaDBMS1-2CRMCRMCRM“”CRM“”CRMCRMCRM“”CRMCRMDWDMOLAPDSS8[19]CRMCRMCRMCRMCRMCRM20%CRM[20]Forrester10%30%[21]CRMCRMIPv6CRM2.2TheLongTail.(ChrisAnderson)2004109Netflix[22]Pareto.[23]80%20%80%20%CRMThelongtail1-3.20%80%80%20%[24]90%25%25%8%25%25%[25]50%1-3GoogleGoogleAdSense10Google“”“”CRM80%20%CCRM2.32.3.1(Portal)Web(EAI)[26]PortalPortletPortletContainerPortalServerPortlet[27-30]Portlet(JSR,JavaSpecificationRequest168)3PortletJavawebportletPortletPortal(pluggable)portletfragmentfragment(HTML,XHTML,WML)PortalPortletPortletfragment11PortletURLURLPortalPortletPortletPortalPortletPortletsPortalPortletPortletContainerPortletPortletinitprocessActionrenderdestroyPortletPortalPortalportletPortletPortletPortletPortletPortletPortletJavaPortletPortletContainerContainer(SOA)ContainerWEBContainerWEB(TOMCAT,WEBLOGIC,WEBSPHERE)ServletServletJSPPortletPortletContainerPortalPortletContainerPortletPortletPortletPreferences(Persistent)PortletPortletPortletPortletsPortletsPortletContainer12PortalContainerPortletPortletContainerportletsPortalPortalPortletContainerPortletPortalPortletServletPortletServletServletHTTPWebsessionPortalServerPortalPortletPortletWebPortal.NetMicrosoftSharePointPortalServer[4]WebOfficeExchangeMicrosoftJ2EEIBMSUNBEAJ2EEPortlet2.3.213CRMCRMXMLHibernate[31],TopLink(CommonObjectRequestBrokerArchitecture,CORBA)CORBA(RemoteMethodInvocation,RMI)HOP(RMIoverInternetInter-ORBprotocol,RMIoverHOP)RMIRMIoverHOPJ2EERMIRMIoverHOPCORBAMicrosoft.NET(ComponentObjectModel,COM)(DistributedComponentObjectModel,DCOM)Agent[32]14[33]WebServices[34]ERPCRMSCMOA2.4WebServices2.4.1WebServicesCRMXMLWebServicesWebCRM[1][35]GartnerWebInternet(Sevice-OrientedArchitectureSOA)WebServices[36][37]WebServicesIntranet,ExtranetInternetWebServices15SOAWebServices(Web)SOA[38]CRMERP[39]2.4.2WebServicesWebXMLWebUDDIWSDLSOAPWeb2-2[40][41]2-2WebUDDIebXML/SOAP/ebXMLWSDLWebWebWSDLWeb16WebServicesSOAP(SimpleObjectAccessProtocol)WSDL(WebServicesDiscriptionLanguage,Web)UDDI(UniversalDescription,DiscoveryandIntegration)SOAPWSDLWebUDDIWebServicesWebServiceWebWebServicesWebWebHTTPXMLSOAPRPCIIOPHTTPXMLWebXMLWeb()WebWebWeb