《企业客户关系信息管理系统的设计与实现》-毕业论文（设计）.doc

PAGE PAGE I 摘 要 随着信息技术的不断发展，企业对客户关系管理(Customer Relationship Management，CRM)也越来越重视。随着中国加入WTO，企业将面对更为激烈的竞争，引进客户关系管理系统无疑是解决这一问题的重要举措。客户关系管理是一种旨在改善企业与客户之间关系的新型管理机制，它实施于企业的市场营销、销售、服务与技术支持等与客户有关的领域,其目标是通过管理与客户间的互动，努力减少销售环节，降低销售成本，实现最终效果的提高。 本文基于Struts、Hibernate、 Spring框架以及Ajax技术，详尽阐述了企业客户关系信息管理系统(CRM)的设计与实现。系统包括六个功能模块营销管理、客户管理、服务管理、统计报表、基础数据以及权限管理。在系统分析设计的基础上，采用MyEclipse作为开发工具，Microsoft SQL Server 2005作为后台数据库系统，使用J2EE中的Struts、Hibernate、Spring框架进行整合开发。本文最后对系统开发过程进行了总结，并探讨了系统存在的不足和问题。 关键词：CRM，J2EE，Struts，Hibernate，Spring，MVC ABSTRACT With the development of information technology, Customer Relationship Management (CRM) is more and more payed attention. With China join in the WTO, enterprises will face more intense competition, It is an important measure to solve this problem that the introduction of customer relationship management system. Customer Relationship Management is a new management mechanism to improve the relationship between the enteprise and the customer, it is the implementation of the enterprise marketing, sales, service and technical support, customer related field, and its goal is between management and customers Interactive, part of efforts to reduce sales, reduce cost of sales increased to achieve the final effect. This thesis based on Struts, Hibernate, Spring Framework and Ajax technology, elaborated information management systems Customer Relationship (CRM) Design and Implementation. System consists of six modules marketing management, customer management, service management, statistical reports, basic data and rights management. Based on systematic analysis of the design, using MyEclipse as a development tool, Microsoft SQL Server 2005 database system as a background, using J2EE in Struts, Hibernate, Spring framework integration and development. Finally, the systems development process are summarized and discussed the shortcomings and problems in the system. Key Words: CRM，J2EE，Struts，Hibernate，Spring，MVC 目 录 TOC \o 1-3 \h \z \u 摘