《SaaS论文：基于新兴SaaS模式下的CRM构建》-毕业论文（设计）.docVIP

w SaaS论文：基于新兴SaaS模式下的CRM构建 【中文摘要】在刚过去的世界经济环境大萧条的情况下,IT企业也经过了巨大的冲击,在金融危机后复苏阶段该如何留住客户、发展客户是企业面临的重要课题。为此,IT企业需要在客户管理方面实现对客户各种个性化需求满足。就目前的理论和实践条件而言,借助CRM系统实现“以客户为中心”的企业运营机制,不失为一种行之有效的途径。本文理论与实践相结合的方式,通过对IT企业的大量调研,对SaaS模式下IT企业客户关系管理进行深入研究。首先介绍了客户关系管理理论,并对中国企业客户管理发展过程中遇到的一些问题进行分析;然后结合发展中的问题对当前市场上主流客户关系管理软件的功能及特性对比分析,寻求最优解决方案;并总结CRM软件实施过程中的种种业务及技术难点;根据之前的大量分析提出构建基于SaaS架构模式下CRM的设想,并对该模式下软件设计要点及优缺点进行研究;论文最后部分通过结合IT企业行业特点,以某IT企业为原型使用Salesforces平台完成SaaS模式下CRM系统的设计实践,提供成功的实践思路。本论文通过对CRM理论及应用软件逐步深入分析,阐述SaaS模式下CRM软件的必然发展趋势,最后以华胜天成作为IT企业代表,通过对该公司所得资料的分析和整理,采用Salesforce平台作为基础,形成了一套比较完善的IT企业SaaS模式下CRM的实践之路,希望可以对今后IT企业的CRM相关工作具有一定的借鉴价值。 【英文摘要】IT corporations, though weathered the storm of global economic slump, have been badly impacted. How to maintain regular customers and develop new customers has become the main concern of IT corporations in the process of the recovery from financial crises. Therefore, as for customer management, IT corporations should focus on satisfying customers’personalized demand. Customer-focused company operation with the aid of CRM system can yet be regarded as an effective way to achieve this purpose within existing theory and practice. Combining theory and practice, this paper explores CRM based on SaaS by extensive research in IT corporations.First,introduces the theory of CRM and analyzes problems in the development of Chinese corporations’customer management. Second,compares mainstream CRM softwares for sale with regard to their function and feature, in order to find the optimal IT solution. Moreover, various kinds of technical and operational hard nuts in the implementation of CRM software are sorted out. CRM based on SaaS is proposed with support of previous analysis. The fundamental concerns of such CRM software designing are studied in this part too, together with their advantages and disadvantages. Taking one large IT corporation as example, use Salesforces successful CRM system based on SaaS is offered in the last part of this paper, which is a