客户关系管理毕业论文完整版.DOC

客户关系管理 毕业论文 摘 要 客户关系管理系统是典型的信息管理系统，其开发主要包括后台数据库的建立和维护以及前端应用程序的开发。对于前者要求建立起数据一致性和完整性强、数据安全性好的数据库。而对于后者则要求具备应用程序功能完备，易使用等特点。 随着市场体系的日益完善，我们已经进入了一个买方市场时代。选择空间扩大、购买渠宽、消费心态和购买行为越发成熟，使客户再不会对某一企业或者产品盲目地保持绝对忠诚，如何不断改善客户关系，掌据更多的客户信息，提高客户满意度；如何在日益激烈的市场竞争中把握机会，占有更大的市场份额；如何建立高效业务流程，降低运营成本，获取更多的利润，这些已成为每个企业怕面临的首要问题。这种情况下，企业要在激烈的市场竞争中立于不败之地，就必须找一种全新的管理理念和管理手段，对其内部和外部资源进行有效的整合。新一代企业资源管理产品正在向客户端和供应端延伸，客户端的延伸是客户关系管理，而供应端的延伸则是跨企业供应链的同步管理。对于每个企业来说客户管理的完善程度将直接影响企业的经济效益。 关键词：客户关系管理系统，客户管理，服务管理，报表管理 Abstract Customer relationship management system is a typical information management system, which mainly include database creation and maintenance, and front-end application development. The former required strong data consistency and integrity of data, good safety database. For the latter requirement with the application functions, easy to use features.  With more perfect market system, we have entered a buyers market era. Choice of space to expand, purchase channel width, consumer attitudes and buying behavior become more mature, customers will no longer blindly certain companies or products to maintain absolute integrity, and how we can improve customer relations, palm, according to more customer information, improving customer satisfaction ; how the increasingly fierce competition in the market the opportunity to capture greater market share; how to create efficient business processes, reduce operational costs, gain more profit, they have become afraid of each enterprise the most important issue facing. This case, the enterprise market in fierce competition in an invincible position, we must find a new management concept and management tools, internal and external resources for its effective integration. A new generation of enterprise resource management products is to extend the client and the supply side, the client is an extension of customer relationship management, and supply-side extension is synchronized across the enterprise supply chain manage