客户管理系统内容.doc

专科生毕业设计（论文） PAGE I 摘 要 客户资源管理（Customer Resource Management）从物理结构上说，它是一套智能化的信息处理系统，从功能上说，它是将企业的经营、管理导向“以客户为中心”的一套管理和决策方法。实际上，一个完整的CRM不仅包含了一个现代的网络呼叫中心的全部功能，而且还包含了把呼叫中心收集起来的信息和数据进行存储、加工、分析和整理。CRM系统整个平台是一个典型的Browser/Server平台结构，由网络服务器平台，网络数据库平台，系统文件和辅助开发工具组成。本系统主要是针对中小型企业，所以本系统的网络服务器平台为Microsoft公司的IIS平台，网络数据库平台为Microsoft公司的SQL Server 2000数据库平台，辅助开发工具选用的是可视化网页编辑工具Dreamweaver MX,在这个平台下采用ASP语言进行开发。本客户资源管理信息系统的开发对于企业全面实行现代化管理具有重要的现实意义，对企业的长远发展也有着积极的意义。本毕业论文中所开发的系统稍加整理便可用于实际工作中，具有一定的应用价值。 关键词：客户资源管理CRM；管理信息系统MIS；ASP.NET；SQL Abstract Customer Resource Management is defined as a suit of intelligentized information processing system by its physical structure,and it is defined as a suit of managing method which leads corporations management to Customers are the center .Actually,a intact CRM not only includes all functions of a modern network call center,but also can store ,process,analyse and coordinate the information and data gathered by network call center.The flat of CRM system is a typical Browser/Server flat structure,includes network server flat,network database flat , system file and assistant develop tool .Because this system is provided for small corporation,its network server flat is IIS produced by Microsoft corporation,network database flat is SQL Server 2000 also produced by Microsoft corporation,assistant develop tool is Dreamweaver MX which is visualization edit tool of asp.The development of CRM is very important for modernizing corporations management,also promotes the growth of corporation.The system of this thesis can be used for corporation after little disposal,so it is practicality. Key words：Customer Resource Management（CRM）；Management Information System（MIS）ASP.NET； SQL 目 录 TOC \o 1-3 \f \h \z HYPERLINK \l _Toc200766583 第1章 绪 论 PAGEREF _Toc200766583 \h 1 HYPERLINK \l _Toc200766584 1.1 序言 PAGEREF _Toc200766584 \h 1 HYPERLINK \l _Toc200766585 1.2 CRM现状及发展 PAGEREF _Toc200766585 \h 1 HYPERLINK \l _Toc200766586 1.2.1 CRM技术现状 PAGEREF _Toc20076658