佳美客户关系管理系统.doc.doc

佳美客户关系管理系统 摘要 全球有60亿人口，随着中国加入WTO所产生的市场环境的变化和中国企业信息化进程的不断推进，客户关系管理已经成为企业管理信息化的重要组成部分。自1997年以来，全球的客户关系管理市场一直处于爆炸式的快速发展之中，其主要的应用领域集中在制造业、电信业、公共事业、金融服务行业和零售业等行业，许多新兴的企业如亚马逊（Amazon）和思科（Cisco）等已率先成为客户关系管理的使用者和受益者。客户关系管理系统也成了软件厂商追逐的热点之一，以Oracle、Sieble、IBMSome 60 million people worldwide, with Chinas accession to the WTO produces the change of market environment and the Chinese enterprise informationization steadily, Customer Relationship Management (Customer Relationship Management) has become an important part of Management information. Since 1997, the global customer relationship management market has been in the explosion of rapid development, its main application fields in manufacturing, telecommunications, many emerging companies (contours and Cisco (Cisco) has became the first customer relationship management and the beneficiaries of users.Such as IBM of top IT all on the prospect of customer relationship management showed confident. While many of the customer relationship management and consulting company in new market share to occupy the international five consulting company collapsed, chandler, PWC has began to provide customer relationship management consultation. It is widely believed that customer relationship management will become the modern enterprise competitiveness, in mature markets efficient operation and obtain stable profits. When the CRM becomes the new international software market in China , its cognitive degree of CRM and concern to improve conditions. Chinese enterprises can be expected in the future, not long time, will bring a CRM waves. Keywords customer relationship; I/O database ;management 目录 摘要 I Abstract II 第1章 绪论 1 第2章 可行性分析 4 2.1 技术可行性 4 2.2 经济可行性 5 2.3 操作可行性 6 2.4 法律可行性 6 第3章 需求分析 7 3.1 市场需求分析 7 3.2 系统需求分析 9 3.2.1 系统逻辑模型 10 3.2.2系统结构模型 11 3.3 数据字典 12 第4章 概要设计 14 4.1 系统运行总体流程 15 4.2 目标系统体系结构 16 4.2.1 佳美客户关系管理系统软件体系图 16 4.2.2 “系统管理”模块结构图 16 4.2.3 “客户管理”模块结构图 17 4.2.4 “辅助工具”模块结构图 17 4.2.5 “帮助”模块结构图 18 第5章 数据库设计 21 5.1 数据库逻辑设计 21 5.2 数据库物理设