中小制造企业客户关系管理系统的研究与设计.doc

本科生毕业设计(论文) 题 目: 中小制造企业客户关系管理系统的研究与设计 英文题目: The research and design of Customer Relationship Management system about small manufacturing company 系 : 机械工程系 专 业: 工业工程 班 级: 工业0701班 学 生: 学 号: 4 指导教师: 职称: 助教 指导教师: 职称: 摘　　要 客户关系管理强调以客户为中心，企业的活动围绕客户展开。本文旨在设计开发一个适合中小企业的客户关系管理系统，使企业应用客户关系管理的理念，提高企业的客户关系管理水平。 本文根据中小企业特点，结合对 CRM 理论及相关技术的研究和对系统的需求分析，确定了系统的实现方案。本文设计的系统C/S结构模式进行设计。该系统应用 Microsoft SQL Server 2000 作为数据库服务器，采用 VB作为开发平台，使用VB语言进行应用程序的开发。 结合开发系统的需求特点，分析了 CRM 系统功能模块和业务流程，完成了系统总体功能设计和各子系统的详细功能设计。本文 CRM 系统设计实现了客户管理子系统，客户发展子系统，产品信息子系统，系统管理子系统。 通过对分析决策算法的研究，本文为分析决策功能设计了如下算法：因素影响评估算法，为企业决策提供分析决策依据。 根据系统设计原则，按子系统功能模功能。实现了客户信息，产品信息的管理，客户流失原因的分析。 本文设计实现的 CRM 系统可运行在 Windows XP /VISTA 操作系统上。并进行了系统的测试，运行良好。 Relate to manage system amid the little manufacturing concern customer Abstract Customer Relationship Management stresses the customers as center, and all work of enterprises are surrounding customers. The Customer Relationship Management system which could befit small and medium-sized enterprises is developed. The enterprises apply the idea of Customer Relationship Management to improve the management level of the enterprises Using the theory and development technology of CRM system and the analysis of the system demand, the project for effectuating the system is established according to the characteristics of small and medium-sized enterprises. The system is designed with Browser/Server model of the three-tier architecture. Microsoft SQL Server 2000 is adopted as background database, Microsoft VB is adopted asdeveloping tool, VB is adopted as developing language According to the characteristics of system requirement，the functional model of the CRM system is established, the business process, the overall system function structure and subsystem detailed function structure are designed. The CRM system is designed into 4 subsystems: Customer Resourc Management Subsystem, Customer Development Management Subsystem, CustomerService Management Sub