IT行业CRM系统的设计与实现.doc

本科学生毕业设计 院系名称： 计算机科学与技术 专业班级： 黑 龙 江 工 程 学 院 二年六月  The Graduation Design for Bachelors Degree Customer Relationship Management System Design and Implementation Specialty：Information Management and Heilongjiang Institute of Technology 2013-06·Harbin 摘 要 随着信息社会的不断进步，经济和科技的飞速发展，网络技术与计算机软件技术已经愈来愈广泛地应用到企业的各个方面，已经成为当今经济发展的潮流运用现代网络技术，实现 本设计首先针对IT行业客户关系管理系统进行了可行性分析，认真分析了该项目的需求并做了需求分析报告，在确定了各方面可行的基础上提出了系统的功能和开发环境，即采用My Eclipse作为开发工具，应用服务器为Tomcat6.0，数据管理工具为Oracle 11g版本的数据库；其次对系统进行了总体结构设计及各功能模块结构与处理流程详细设计；最后通过界面设计与编程实现了各功能模块处理流程，实现系统的主要功能。 本课题的设计内容就是针对如何为IT行业维持良好的客户关系，而设计的一套稳定、高效的客户关系管理系统，实现员工管理、部门管理、用户管理、客户管理、联系人管理、联系记录管理及售后服务管理等功能。 关键词：客户关系管理；售后服务；权限设置；SSH；My Eclipse  ABSTRACT With the continuous progress of the information society, the economy and the rapid development of science and technology, network technology and computer software technology has been more and more widely applied to all aspects of business, has become the trend of economic development needs. In order to make the company more efficient IT management of the companys customer relationship and win more benefits, require the use of modern network technology, automated management of IT companies. The design is first for the IT industry, customer relationship management system carried out a feasibility analysis, a careful analysis of the needs of the project and do a needs analysis, in determining the feasibility of various aspects based on the function of the system and development environment, which uses My Eclipse as a development tool, application server Tomcat6.0, data management tools for the Oracle 11g version of the database; secondly the overall structure of the system design and the functional modules detailed design of the structure and processes; Finally, interface design and programming of the each functional module processes, to achieve the systems main functions. The design of the content is the topic for the IT industry on how to maintain good customer relations, an