客户关系管理系统的设计与开发论文.doc

毕业设计论文专业网络工程班级11104301学号1110430118姓名卢加利指导教师戴酉摘要在竞争日益激烈的今天，越来越多的企业开始关注客户，重视收集客户的信息，倾听并及时响应客户的要求和期望。企业通过对客户理解的不断加深以及对客户服务实践的不断改善，提高其竞争力。CRM(CustomerRelationshipManagement)，即客户关系管理，其目标在于协助企业不断地获取和积累客户知识，并将这些知识运用在企业的生产、市场营销和客户服务等各个领域，以提升客户满意度和忠诚度，降低生产、销售和服务成本，从而增加企业效益。本论文论述一种适合于中小企业、基于WEB数据库技术，B/S（浏览器/服务器）方式操作的客户关系管理系统的设计与开发，可与电子商务系统/办公自动化（OA）系统无缝融合，方便日常事务管理。该系统采用ASP.NET作为开发工具，SQLServer2005作为数据库管理系统。客户关系管理实现了对客户信息的有效管理，主要功能包括：添加客户信息，管理客户信息，查询客户信息，订单管理，投诉管理，报表管理，任务管理，留言管理，用户信息管理等功能模块。关键字：CRM，客户管理，数据库，asp.net，B/S架构AbstractIntoday'sincreasinglycompetitive,moreandmoreenterprisesbegintocustomerfocus,attentiontocollectcustomerinformation,tolistenandpromptlyrespondtocustomerrequirementsandexpectations.Businessthroughthedeepeningunderstandingofthecustomerandthecustomerservicepracticecontinuestoimprove,enhancetheircompetitiveness.CRM(CustomerRelationshipManagement),thatis,customerrelationshipmanagement,thegoalistohelpcompaniescontinuetoacquireandaccumulatecustomerknowledge,andknowledgeusedintheproduction,marketingandcustomerservicefields,inordertoenhancecustomersatisfactionandloyalty,reduceproduction,salesandservicecosts,therebyincreasingenterpriseefficiency.Thispaperdiscussesasuitablesmallandmediumenterprises,WEB-baseddatabasetechnology,B/S(Browser/Server)modeoperationofthecustomerrelationshipmanagementsystemdesignanddevelopment,withe-commercesystem/officeautomation(OA)systemseamlessintegration,facilitatethemanagementofdailyaffairs.ThesystemusesasadevelopmenttoolforASP.NET,SQLServer2005asdatabasemanagementsystems.Customerrelationshipmanagementtoachieveeffectivemanagementofcustomerinformation,themainfeaturesinclude:addcustomerinformation,managecustomerinformation,checkcustomerinformation,ordermanagement,complaintsmanagement,reportmanagement,taskmanagement,messagemanagement,anduserinformationmanagementfunctionmodule.Keywords:CRM,customermanagement,database,asp.net,B/Sarchitecture目录TOC\o"1-3"\h\z\uHYPERLINK\l"_Toc304831260"摘要PAGEREF_Toc304831260\h3HYPERLINK\l"_Toc30483126