crm客户关系管理系统_毕业设计

毕业设计论文客户关系管理系统第1页共52页毕业设计论文客户关系管理系统第2页共52页摘要随着经济全球化的到来和市场经济的不断深化，中国市场发生了巨大的变化，企业的经营管理逐渐由以“产品为中心”向“以客户为中心”转化，以“注重成本的控制”向“注重提高客户的满意度”转化，客户成为企业最重要的资源。“以客户为中心”的经营理念已成为企业的经营的准则和生存之道。面对愈演愈激烈的市场竞争,如何稳定老市场、开拓新市场已经成为企业各层管理者的中心工作,市场营销首当其冲成为企业的工作重点。CRM是客户关系管理(CustomerRelationshipManagement)的简称，是一种全面的管理和技术方法。它可将企业业务中与各个客户接触的各个方面无缝整合在一起，包括市场、销售、客户服务以及专业支持等各方面内容。CRM充分利用Internet带来的革命性的影响，将企业中的人、业务流程、技术整合在一起，目标的核心是满足客户的需要。CRM的实施使企业从和他们的客户的关系中带来长久的互动的收益，它通过将人力资源、业务流程与专业技术进行有效的整合，最终为企业涉及到客户或消费者的各个领域提供了完美的集成，使得企业可以更低成本、更高效率地满足客户的需求，并与客户建立起基于学习型关系基础上的一对一营销模式。本系统采用MicrosoftVisualStudio.NET平台和MicrosoftSQLServer2000数据服务器来构建整个框架，并使用了XML标准。介绍了CRM客户关系管理国内外现状，详细地说明了.NET技术及它的未来发展方向，讨论了.NET平台在数据库应用系统的设计方式，以CRM客户关系管理系统结构-C/S结构为主题，详细地说明了市场营销系统的设计及开发过程，以及一些个人经验。关键词：客户关系管理系统MicrosoftVisualStudio.NETMicrosoftSQLServer2000XML毕业设计论文客户关系管理系统第3页共52页AbstractAlongwiththeeconomicalglobalizationandthemarketeconomyunceasingdeepening,theChinesemarkethashadthehugechange,enterprise'smanagementgraduallytaketheproductasthecentertothecustomerasthecenter,enhancesthecustomerbytheattentioncostcontroltotheattentionthedegreeofsatisfaction,thecustomerbecomestheenterprisemostimportantresources.Takethecustomerasthecenterthemanagementideahasbecometheenterprisethemanagementcriterionandthesurvivalroadoffacingdevelopsthemoreintensemarketcompetition.Howdidthestableoldmarket,developthenewmarketalreadytobecometheenterpriseeachsuperintendent'smaintask.Themarketmarketingbearsthebruntintoenterprise'sworkkey.CRMisthecustomerrelationshipmanagementabbreviation,isonekindofcomprehensivemanagementandthetechnicalmethod.Itcontactstheenterpriseserviceinandcustomercontactsaspectseamlessconformityinthesameplace,includingthemarket,thesale,thecustomerservice,thespecializedsupportandvariousaspectscontent.CRMfullytherevolutionaryinfluencewhichbringsusingInternet,enterprise'sinpeople,theserviceflowthetechnicalconformityinthesameplace,thegoalcoreissatisfiesthecustomertheneed.TheCRMimplementationcausestheenterprisebringsthelong-timeinteractionfromandtheirscustomerrelationstheincome,itthroughthehumanresources,theserviceflowandthespecializedtechnologycarriesontheeffectiveconformity,finallyinvolvedfortheenterprisetothecustomerorconsumer'seachdomainhasprovidedtheperfectintegration,causedtheenterprisetobepossiblethelowcost,ahigherefficiencytosatisfythecustomerthedemand,andwiththecustomerestablishmentbasedonastudyrelationsfoundationinpairofmarketingpattern.ThissystemusestheMicrosoftVisualStudio.NETplatformandtheMicrosoftSQLServer2000dataserverconstructstheentireframe,andhasusedtheXMLstandard.IntroducedtheCRMcustomerrelationsmanagesthedomesticandforeignpresentsituations,indetailexplainedthetechnologyanditsfuturedevelopmentdirection,discussedtheplatforminthedatabaseapplicationsystemdesignway,takethecustomerrelationsmanagementsystemmanagementsystemstructureasthesubject,indetailexplainedthemarketmarketingsystemdesignandtheperformancehistory,aswellassomeindividualexperiences.KeyWords:CustomerRelationshipManagementMicrosoftVisualStudio.NETMicrosoftSQLServer2000XML毕业设计论文客户关系管理系统目录第一章概述......................................................1一、背景介绍......................................................1（一）CRM盛行背景...............................................1（二）CRM的现状和本课题的来源...................................2（三）CRM定义...................................................2第二章.NET技术介绍..............................................4一、VS.NET介绍...................................................4二、VS.NET框架...................................................4三、VS.NET平台...................................................5(一)界面（区别于VB6）...........................................6(二)隐藏工具框.................................................6(三)卡式子窗口（TabbedChildWindow）..........................6(四)任务列表（TaskList）......................................6(五)方案资源管理器（SolutionExplore）.........................6(六)属性框（Properties）.......................................7(七)窗体布局工具条（FormLayout）..............................7四、VS.NET未来...................................................7第三章系统需求与分析............................................8一、需求分析......................................................8二、制订完整的系统规格............................................8三、系统体系结构设计..............................................9四、系统模块分析.................................................10五、系统功能分析－详细设计.......................................11(一)登陆管理..................................................11(二)客户管理..................................................11(三)通讯管理..................................................14(四)行动管理..................................................15(五)商品及供应商管理..........................................16(六)采购管理..................................................16(七)合同管理..................................................17(八)分析报表..................................................18(九)费用......................................................20六、开发与运行环境的选择.........................................21七、系统实现过程分析.......................................