电信客户服务管理系统的设计与实现软件工程专业论文.docxVIP

AbstractAbstract Abstract Abstract Nowadays，with the rapid development of the Internet technology,economic development has moved into the era of the Internet economy．On this situation，all enterprises should think deeply that how to catch up with the tide of the Intemet reform．Intemet economy,a new era with the customer as the core，requires the enterprise to meet the demand of the CRM(Customer Relationship Management， CRM3，which has the competitive advantage of attracting and maintaining high value customers．CRM system is a management strategy for enterprises．With the customer as the core，it brings the managerial thinking into an enterprise’S daily business operation，and maintain all the connection between the enterprise and the customer effectively．In CRM system，the customer plays a crucial role throughout customer’S entire lifecycle，which reflects its purpose：customer oriented． China Telecom’S strategy goal of the informatization is to implement the business transformation and customer oriented innovation．CRM system will implement information construction as China Tclecom’S core competence by realizing the integration of the enterprise’S informatization and business operating mode，which in turn will strongly support the enterprise’S vision．Based on the sales section of China Telecom and author’S knowledge of the software engineering，this paper elaborates the development and realization progress of China Telecom’S CRM system．Firstly, both the background knowledge and the developing status of the CRM system are introduced．In the second part，it illustrates the object-oriented software engineering and its major developing method in detail．Thirdly,according to the survey of China Telecom’S internal demand，the author designs，develops and deploys the object。oriented CRM system，with three—tier architecture，by analyzing both functional and non-functional requirement． This CRM system is designed and developed with Microsoft Visual Studio and．NET 2005 as the platform and SQ