一个客户积分管理系统的设计与实现-计算机应用技术专业论文.docx

一个客户积分管理系统的设计与实现 中文摘要一个客户积分管理系统的设计与实现中文摘要本文按照客户关系管理(CRM，Customer Relationship Management)系统的原理， 针对联通某省分公司的CRM系统，设计并实现了一个客户积分管理(MC2，ClientCredit Management)系统，过程中创建了一种基于客户分布的客户积分营销预算模型。 本文首先明确了MC2系统在整个CRM系统中的定位，详细给出了该系统的需求 分析，阐述了系统的实现目的和运行环境，给出了MC2系统的实现要点，包括软件架构、代码技术、系统运行配置和应用方式等。同时对客户积分营销计划的设计要素 进行了一定阐述，建立了一个基于客户分布的积分营销预算模型，为客户和企业创造 了一种双赢的机制。MC2自2007年部署并使用，同时经过一些修改和完善，目前运转良好，并成为 整个CRM系统的不可或缺的子系统，特别是把传统的客户积分管理从单纯地吸引客 户的功能，扩展成为多给企业创造营销机会和利润，发挥了新颖的效用。关键词：客户关系管理；客户积分管理；营销预算模型作者：仇玉山指导老师：吕强教授英文摘要一个客户积分管理系统的设计与实现The Design and Implementation of a Client CreditManagement System AbstractGuided by the general principle of Customer Relationship Management(CRM) systems，this thesis proposes a Client Credit Management(MC2)system for a real enterprise management information system．Aiming at a China Unicom Provincial Branch， this thesis presents the design and implementation of such a MCz system，thereby creates a market budget model for client credit management based on the analysis of the client distribution．This thesis depicts the position of MCz system in that whole real CRM system mentioned in the above paragraph．The requirement analysis of MC2 system，along谢th the system goals and the deployment environment，are expressed in this thesis．Also some important implementation issues of Mc system are described in detail，such as software architecture，coding techniques，running configurations，and some application suggestions． MC2 system naturally embodies a novel market budget model to conduct a win-winmechanism for botll the clients and the enterprise．MCz system has been deployed and operated since 2007、析tll some modifications and improvements．Now the system has become irreplaceable and is running very well．In particularly,the market budget model which MCz system provides helps not only to tamp the clients’loyalty to the enterprise，but also to expand new market for the enterprise．Keywords：Customer Relationship Management；management of client credit；marketbudget model．WrittenbyQiu Yush