汽车营销企业的客关系管理系统.doc

内 容 摘 要 随着互联网和经济的迅速发展，企业越来越重视客户资源的重要性，如何管理客户信息已逐渐成为每个企业关注的首要问题，尤其是汽车营销企业。本文根据汽车营销企业的需求提出了基于B/S模式的客户关系管理(Customer Relationship Management，简称CRM)系统，就CRM系统的业务流程，数据流程，实现的关键技术和体系结构等问题进行深入研究，并设计、开发适合企业需求的CRM系统。 本文首先介绍选题的背景、意义及研究的内容；其次，阐述客户关系管理系统在国内外与汽车营销企业的应用现状，以及相关的系统实现的关键技术和体系结构；针对源信汽车服务有限公司的现状，经过调查和分析公司的业务流程、用户需求、数据流程等；在分析、设计CRM系统过程中，首先进行概要设计，然后进行详细设计，在此基础上不断地修正和完善系统，经过测试阶段反复验证，最终形成达到设计要求的CRM系统。 关键词：客户关系管理ASP、业务流程、管理 ABSTRACT With the rapid development of Internet and economic, more and more companies are increasingly focusing on the importance of customer resources. How to manage the information of customer has become the primary concern of each company, especially in the automotive marketing enterprises. Following the requirements of automotive marketing enterprises, the paper proposes a customer relationship management system based on Browser/Server (B/S) mode, and names the system CRM. Then the paper makes the in depth study of its work flow, date flow, key technology for implementation and system architectures. First, this paper introduces the background, significance and the research content of the topic. Then, the paper describes the present situation of the application of CRM system at home and abroad and also in the automobile enterprises of China, and the related key technology of system and the system architectures. According to the present situation of Yuanxin automotive services company, through the investigation and analysis of the companys work flow, user demand, data flow etc. In the process of analyzed and designed CRM system, at last, the paper makes an outline design and then makes a detailed design. On this basis, the paper revises and improves the system continuously, after testing system, and finally forming the CRM system to meet the design requirements. KEYWORDS：Customer Relationship ManagementASP，Work Flow，Management Information System 正文目录 第一章 引言 1 第一节 选题的背景与意义 1 第二节 引用公司概述 2 第三节 论文的研究方法与内容 3 一、论文的研究方法 3 二、论文的研究内容 3