基于WEB的CRM信息系统的开发与研究（毕业学术论文设计）.doc

PAGE 内 容 摘 要 CRM是一种现代经营管理理念，它起源于西方的市场营销理论。近年来，信息技术的长足发展为市场营销理论管理理念的普及和应用开辟了广阔的空间。CRM集合了互联网络、电子商务、多媒体技术、数据仓库和数据挖掘、专家系统和人工智能等当今最新的信息技术，以客户为中心，视客户为资源，通过客户关怀实现客户满意度。而CRM信息系统正是CRM的技术实现。同时，通过ASP提供CRM应用服务成为CRM行业中的新趋势。对于ASP客户，他们不必配备专门人员管理和维护系统，而是通过互联网从第三方ASP获得所需的CRM应用服务。ASP供应商租赁部分或全部的CRM软件，提供部分或全部的支持性服务。 关键词：CRM，CRM信息系统，ASP，互联网 ABSTRACT CRM is a modern management concept. It comes from the marketing theory of western. These years, considerable development of information technology has opened a broad space for popularization and application of the marketing management concept. CRM has collected the newest information technology, including internet, electronic commerce, Multimedia Technology，data warehouse and data mining, expert system and artificial intelligence. It centers in customers, views them as resource and is able to realize their satisfaction through caring. CRM information system is the technical realization of CRM. At the same tine, providing CRM application service by ASP has become a new tendency in this area. For the ASP customers, they don’t need to equip with professional men to manage and maintain system, but to get what they want from the third party ASP through internet. ASP suppliers lease either partial or all CRM software, and supply either partial or all supportive service. KEYWORDS：CRM,CRM Information System,ASP,Internet 正文目录 TOC \o 1-2 \h \z \u HYPERLINK \l _Toc200619308 第一章 引言 PAGEREF _Toc200619308 \h 1 HYPERLINK \l _Toc200619309 第二章 ASP基础与脚本语言 PAGEREF _Toc200619309 \h 2 HYPERLINK \l _Toc200619310 第一节 ASP基础 PAGEREF _Toc200619310 \h 2 HYPERLINK \l _Toc200619311 第二节 HTML语言介绍 PAGEREF _Toc200619311 \h 2 HYPERLINK \l _Toc200619312 第三节 ASP脚本语言——VBScript PAGEREF _Toc200619312 \h 5 HYPERLINK \l _Toc200619313 第三章CRM的基础知识 PAGEREF _Toc200619313 \h 6 HYPERLINK \l _Toc200619314 第一节 CRM的基本概念 PAGEREF _Toc200619314 \h 6 HYPERLINK \l _Toc200619315 第二节 CRM系统的基本构成 PAGEREF _Toc200619315 \h 7 HYPERLINK \l _Toc200619316 第四章 构建CRM系统平台基础