《汽车产业4S信息管理系统—CRM系统》研究与开发.docVIP

东南大学 毕业设计（论文）报告 题目：《汽车产业4S体系信息管理系统—CRM系统》研究与开发《汽车产业4S体系信息管理系统—CRM系统》研究与开发客户管理系统CRM）的核心是“以客户为中心”的管理理念和经营思想。CRM目标化运作的有效性。 本论文根据以上点，针对汽车4S企业的运行管理模式（南京四站、江苏东南汽车有限公司），探讨了汽车4S企业的客户关系管理系统的具体实现，提出汽车4S企业从需求分析到系统的功能结构设计，从数据库的建模到多层分布式数据库应用体系结构的实现的CRM解决方案。最后对数据仓库和数据挖掘在CRM中的应用做了探讨。 Abstract Customer, in today vigorous buyer’s market competition, Customer Relationship Management (CRM) is critical to the success of a business, the core of the Customer Relationship Management system (the brief name is CRM) is take the customer as the center.Recent work in CRM has focused on the mining of customer-related data and the construction of customer behavior models. Effective CRM increases profits in six ways: lowering customer recruiting costs, dissipating customer recruiting needs, reducing cost of sales, increasing customer profitability, increasing customer retention and loyalty, and evaluating customer profitability. The automobile enterprises are facing with a new task in customer management innovation with the appearance of CRM. The basic conception of CRM and its necessity to automobile enter rises are into reduced. The characteristics of practical application of CRM are analyzed. A model of CRM in automobile enterprises is constructed. And the author pays much attention to the systematic architecture and network structure of the system, as well as three other subsystems: customer sales management, marketing control, and support and service management. Finally discuss the application of the Data Warehousing and Data Mining in the CRM. Keyword: Customer Relationship Management, System Analysis, Database Modeling, Data Warehousing and Data Mining, Multitude Distributed Application Services Suite 摘 要 Ⅰ Absract Ⅱ 绪论 1 课题的背景及意义CRM的概述 1 基于汽车4S体系的CRM系统的现状与发展 本课题主要研究的任务 CRM系统分析 4 实施CRM的管理策略 4 CRM系统分析 2.2.2 功能结构分析数据流程分析 9 SQL Server 2000的选择 9 数据库设计概 3.2.3 数据库逻辑设计 3.2.4 数据库物理设计 CRM系统的实现技术 15 CRM系统开发过程中使用的和方法CRM系统的实现 分布式多层结构体系的应用 21 多层体系结构的概述 21 多层体系结构的优点 22 服务器端的创建及运行 22 数据仓库与数据挖掘