(最新整理)客户资源管理系统设计论文.doc

摘要 客户资源管理( CRM)，是指企业通过政策、资源、结构和流程，基于信息技术获得并管理客户信息，它是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、业务、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，努力减少业务环节，降低业务成本，实现最终效果的提高。客户资源管理帮助企业在全球经济一体化的激烈市场竞争环境中，建立以市场、客户为中心的管理体系，有效管理企业与客户之间的关系，提高客户忠诚度，实现客户价值的最大化。从而提高企业的核心竞争力。 本文论述了客户资源管理的基本思想，对它的基本含义、发展史、背景、市场等方面作了一个概述，并且讨论了其中的客户忠诚度的基本概念；论述了客户资源管理信息系统的设计思想，主要实现功能及数据库的结构。系统是使用基于.NET Framework(.NET 框架)的ASP.NET为开发工具，C#为主要设计语言，采用B/S结构，将超文本标记语言（HTML）和简单的Jscript语言相融合开发而成。在数据存取上，使用ADO.NET数据存取技术来实现对SQL数据库的操作。 关键词：ASP.NET B/S结构 客户资源管理系统 SQL SERVER 数据库 ABSTRACT Customer Resource Management(CRM) is an enterprise through policy, resources, structures and processes were based on information technology and manage customer information, it is to improve the relationship between businesses and customers a new management mechanism, which implemented in business marketing, operation and service with technical support, customer related field, and its goal is to manage interactions with customers, efforts to reduce business links, and lower operational costs and achieve the ultimate effect of improving. Customer Resource Management to help enterprises in the fierce global market competition, economic integration, the environment, establish a market, customer-focused management system, effective management, business and customer relationships,Improve customer loyalty, maximize value to customers. To enhance the core competitiveness of enterprises. This article discusses the basic idea of customer resource management, its basic meaning, history, background, gave an overview of the market and so on, and discussed one of the basic concepts of customer loyalty; discusses customer resource management information system thinking, main function and structure of the database. System-based. NET Framework (. NET framework) to develop tools for ASP.NET, C # as the main language, with B / S structure, Hypertext Markup Language (HTML) and a simple Jscript language developed with the integration of . In data access, use ADO.NET data