基于J2EE技术的CRM系统的设计和实现-软件工程专业论文.docxVIP

摘 要 客户关系管理 CRM 是企业管理和计算机技术相结合的产物, 是一种利用计 算机自动管理客户资料的信息管理系统。如今，市场经济的飞速发展，市场竞争 日趋激烈，市场格局发生了变化，由卖方市场过渡到了买方市场。所以，做好客 户资源管理是企业管理中非常重要的管理。CRM 系统的运用可以帮助企业高效 的管理客户资源信息，提高客户对企业的满意度，也提高了企业的运作效率，从 而增加经济效益。 本系统基于 B/S 模式，以实际需求为背景，实现了基础信息维护、客户信息 维护、信息查询、客户管理、系统管理等功能。系统采用结构化分析、设计技术 的方法进行设计与开发。系统使用 MVC 设计模式，基于 J2EE 四层架构，实现 了表示逻辑和业务逻辑的分离，使系统具有很好的可维护性、稳定性和可扩展性。 本文首先对 J2EE 的核心技术作了简要说明，然后详细分析了 Web 层，持久层， 业务逻辑层等，最后根据系统分析及设计的结果介绍了系统部分功能模块的实现 过程。论文重点在于该系统的主要功能、设计原则及主要策略,特别是采用了 J2EE 解决方案,使其具有良好的结构和性能。 关键词：CRM 系统，B/S 模式，J2EE ABSTRACT Customer Relationship Managements the combination of enterprise management and com puter techniques, which is a com puter inform ation m anagement system for automatic m anagement of customer in formation. W ith m arket econom y grows magically nowadays，the products are day-by-day richer．The market pattern has had the change ．It transited from the seller m arket to the buyer m arket．The customer resource managem ent in enterprise m anagement is very i mportant thing in the company management. Through the use of CRM systems, enterprises can improve the capacity and efficiency of their cu stomer management, increase custom er satisfaction with enterprises, so as to im prove the ope rational ef ficiency of enterp rises, enhanc e economic efficiency. This system is based o n B/S m odel, w ith to custom ers actua l need s in the management of s mall and m edium ente rprises in the background, enabling basic information maintenance, the customers information maintenance, information query, account m anagement, s upport tools, system managem ent functions. S ystems using structured analysis, design m ethods for design and developm ent of technology . Framework implementation, used to achieve the separation of presentation logic and business logic, m aking the system with be tter m aintainability and stability . Pap er focuses on the main functions, design principl e and tactics of the system . Particularly, we adopt J2EE solution, which makes this system