基于J2EE的旅游企业客户关系管理系统的设计与实现软件工程专业论文.docxVIP

Abstr act Customer Relationship Management is a concept being developed during the progress of modern management theory. To support such theories, CRM software systems can be divided into three categories or three portions which provide different functions respectively: Collaborative CRM provides customer access functional ,Operational CRM provides business-flow management and Analytical CRM provides customer relationship management analysis. Analytical CRM support the other categories of CRM or other portions of Enterprise Information System.It’s the core of the whole CRM system. This paper is based on the CRM of tourism company. It studies the present situation of the CRM, analyzes the applications and the functions of tourism CRM and explores the present situation of tourism CRM. The paper focuses on the functionality and composition of the tourism of CRM system which is suitable for the requirement of the tourism company. In the paper, to fit the widely using in Internet, found an Analytical CRM system used in Internet based on the extension of 3-tiered Client/Server structure. Developed the system by using J2EE/EJB technology and enhanced its agility, stability and maintainability. The tourism CRM system is designed and implemented based on integrated plan. The Object-Oriented Molding and UML are employed to mold the Customer Service Management system in order to implement CRM system with UML. In the core portion of the business-flow, the EJB technology was used. Separated the system to several models and realize them by using CBS/CBM structure. It not only can exert the advantages of components design, but also convenient to realize by automatically build in the subsequence research. To fit the multiform demands, it can build different analysis models. In the end of the paper, it analyzed the system build and found out some solves to their disadvantage. K eywor d s Tourism, Customer Relationship Management, J2EE, EJB 目 录 摘 要 I Abst r act II 第 1 章 绪论 1 1.1