CRM-客户关系管理系统毕业论文

SHANDONGＵＮＩＶＥＲＳＩＴＹＯＦＴＥＣＨＮＯＬＯＧＹ毕业设计说明书CRM客户关系管理系统学院：计算机科学与技术学院专业：计算机科学与技术专业学生姓名：学号：指导教师：2012年06月摘要Ⅱ摘要客户资源是企业的重要资源，而对于客户资源的合理管理，关乎着企业的生存与发展。客户关系管理系统简称CRM的引入，就是改善这一问题的重要措施。CRM作为管理企业和客户关系的主要管理平台，不仅可以对客户的关系进行管理，还可以记录企业同客户之间的业务活动。该系统用JSP和MySQL实现了客户信息的管理、统计、分析、查询以及管理员对系统维护等功能。客户管理系统有着很好的应用前景，随着计算机技术和网络技术的发展，它的功能将会得到不断的发展和完善。本系统可以根据实际应用的具体情况，适当加以修改，以便更好应用。本系统操作简单，灵活性好，系统安全性高，运行稳定。本文详细介绍了客户关系管理系统开发和设计的全过程。关键词：客户关系，管理系统，客户，JSP，MySQL英文摘要IIIAbstractCustomerresourcesisanimportantenterpriseresources,andtothecustomerresourcetorationalmanagement,fortheenterprise'ssurvivalanddevelopment.CustomerrelationshipmanagementsystemastheintroductionofCRM,istoimprovetheproblemoftheimportantmeasures.CRMasamanagemententerpriseandcustomerrelationshipmanagementofthemainplatform,cannotonlytothecustomerrelationshipmanagement,canalsorecordenterprisewiththecustomers,businessbetweenactivities.ThissystemUSESJSPandMySQLrealizecustomerinformationmanagement,statistics,analysis,inquirestheandadministratorstosystemmaintenanceetc.Function.Customersmanagementsystemhasagoodapplicationprospect,alongwiththecomputertechnologyandnetworktechnologydevelopment,itsfunctionwillbeconstantdevelopmentandimprovement.Thissystemcanaccordingtothespecificcircumstancesofpracticalapplication,proper,inordertobetterbeamendedapplication.Thissystemoperationsimple,flexibilityisgood,thesystemhashighsecurity,steadyoperation.Keywords:CRM，ManagementSystem，corporatecustomer，JSP，MySQL目目录摘要.............................................................................................................................IAbstract........................................................................................................................III目录..............................................................................................................................IV第一章引言.........................................................................................................-1-1.1系统的开发背景....................................................................................-1-1.1.1客户管理系统的发展.....................................................................-1-1.1.2客户管理的现状............................................................................-1-1.2系统实现的目标....................................................................................-2-1.3系统开发的意义.......................................................................................-3-第二章客户管理系统分析.................................................................................-4-2.1系统的设计目标.......................................................................................-4-2.2系统的可行性分析..................................................................................-4-2.2.1用户群体与市场分析....................................................................-4-2.2.2技术能力分析.................................................................................-4-2.2.3可行性分析总结............................................................................-5-2.3系统设计的特点.......................................................................................-5-第三章系统的开发技术及主要构架.................................................................-6-3.1开发技术的选择.......................................................................................-6-3.1.1JSP编程技术................................................................................-6-3.1.2MYSQL开源数据库的开发..........................................................-8-3.1.3JAVA语言概述................................................................................-8-3.2系统的主要架构及开发模式..................................................................-9-3.3开发工具和开发技术选择....................................................................-11-第四章系统功能和流程分析...........................................................................-12-4.1系统功能模块设计................................................................................-12-4.2整体分析.................................................................................................-12-4.3数据流分析.............................................................................................-13-4.4系统E-R图.............................................................................................-14-4.4.1系统总体E-R图..........................................................................-14-4.4.2系统管理员实体图......................................................................-15-4.4.3营销信息实体图..........................................................................-16-4.4.4客户信息实体图..........................................................................-16-4.4.5服务信息实体图..........................................................................-17-4.4.6邮件信息实体图..........................................................................-17-4.5数据库设计.............................................................................................-18-第五章系统实现...............................................................................................-21-5.1数据库连接............................................