客户关系管理（crm）系统—后台功能模块的开发与设计大学论文.docVIP

天津商务职业学院 毕业设计（论文） 题目：客户关系管理（CRM）系统— 后台功能模块的开发与设计 专业班级 软件技术1001班 学 号 0108100131 姓 名 陆乐 指导教师 刘卫东 企业指导教师 李林 2013年 4 月 19 日 班 级：软件1001班 姓 名：陆乐 联系电话 摘 要 随着市场经济体系的日益完善，各项科技技术飞跃发展，我们现在已经进入了一个买方市场时代，选择空间扩大、购买渠道拓宽、消费心态和购买行为越发成熟，使客户再不会对某一企业或者产品盲目地保持绝对忠诚。在这种严峻的情形下，我们如何不断改善客户关系，掌握更多的客户信息，提高客户满意度；如何在日益激烈的市场竞争中把握机会，占有更大的市场份额；如何建立高效业务流程，降低运营成本，获取更多的利润，这些已成为每个企业所面临的首要问题。 信息时代是客户短缺的时代，企业发展所需的各种资源，比如人力、物力、生产力等等都是可以创造的，但每个领域中的客户资源确却是有限的，所以通过产品的创新、企业管理的创新、服务的创新，我们可以以此来抢占有限的客户资源、维护好企业和客户之间的关系、从而去更深的了解客户的需求动向，这些所需的各方面的努力已成为企业生存发展面临的重大问题。企业要在激烈的市场竞争中立于不败之地，就必须找到一种全新的管理理念和管理手段，对其内部和外部资源进行有效的整合。对于每个企业来说客户管理的完善程度将直接影响企业的经济效益。 关键词：客户关系 ;信息时代 ;客户资源  Abstract With the growing market economy improved, the technology develops at very fast speed, we have now entered an era of a buyers market, choice of space expand, channels of purchase widen, consumptive mentality and the purchase become more mature,so that customers no longer maintain absolute loyalty to a enterprise or product blindly. In such severe circumstances, how can we continue to improve customers’ relations, have more customers, improve customers’ satisfaction;how to seize the opportunity in the increasingly fierce market competition,to have a greater market share;how to establish a highly efficient business processes, reduce operating costs, gain more profit, each of these enterprises have become the most important issue to face. The information era is the era which is hard up of customers, all kinds of resources that business development needs, such as human and material resources, productivity etc. can be created, but everyone in the field is limited for customer resources,so through product innovation, enterprise management innovation and service innovation,we can in order to seize the limited resources of the client, and maintaining a good relationship between the customer and the enterprise thus to understand deeper o