《web2city-客户关系管理系统》-毕业论文（设计）.doc

毕业论文 毕业设计报告(论文) 题目: web2city-客户关系管理系统 所属系 计算机工程系 专 业 计算机科学与技术 学 号 姓 名 指导教师 起讫日期 设计地点  Web2city-客户关系管理系统 摘要：随着社会生产力的发展，产品日益丰富，社会销售关系由原来的卖方市场转变到了买方市场。导致了同类市场竞争加大，销售成本相对总体成本所占比例增大，服务需求大为提高。为了对销售，服务进行有力支持，有效管理客户关系，降低成本，提高销售、服务能力，结合现代网络及软件能力，开发客户关系管理系统，以实现对多个渠道销售与服务的集成、统一管理。这就需要有一套完善的客户关系管理的理论与技术实现手段来提高客户满意度，改善客户关系，从而提高企业的竞争力。 本系统是基于B/S架构的客户关系管理系统，它采用Java语言编写，用到了JSP技术、Hibernate、Spring、Struts框架等来实现该系统。 本系统包含：客户订单跟踪、客户基本信息管理、客户评价、客户联系记录等功能。本系统旨在提高商家对客户的理解及提高服务水平，并对交易进行追踪和管理，以提高商家的服务、管理水平，提高市场竞争力。 关键词：客户满意度，统一管理，竞争力，Java SSH框架。 Web2city-customer relationship management system Abstract With the development of social productivity, products are increasingly rich, social marketing relationship changes from the original seller to a buyers market .Similar competition has led to increased cost of sales relative to the proportion of the total cost increases, demand for services greatly improved. In order to?carry out effective?sales and service?support,?effective management of customer relationships,?reduce costs; improve?sales and?service capabilities,?combined with modern?networks and?software?capability to develop?customer relationship management?system to?achieve?multiple?channel sales?and service?integration,?unified management.?This requires?a sound?customer relationship?management theory and technology?tools to?increase customer satisfaction,?improve customer relationships, thereby enhancing?the competitiveness of enterprises. The?system is based on?B/S?structure of?customer relationship management?system, which?uses?Java?language,?used in?the?JSP?technology, Hibernate, Spring, Struts2 frameworks?to implement?the system. The system?includes:?customer order?tracking, customer?basic information management, customer?assessment, customer contact?records?and other functions. This system is?designed to improve?the understanding of?business?and enhance customer?servic