摘 要
信息技术的飞速发展对当今社会的经济生活产生了深远的影响,客户关系管理理论的最新研究冲击着企业管理模式,如何吸收先进的管理理念,及时恰当的引入信息管理系统,是各行各业面临的重要课题。从这一点出发,提出了基于B/S构架的客户关系管理系统,拟从根本上革新原有的客户管理模式,消除数据的不一致性、不完整性,避免差错,提升管理水平,挽留老客户,挖掘新客户,增强企业核心竞争力。
以客户关系管理理论为出发点,以鞋材企业客户关系管理为对象,采用B/S构架,选择微软的.net技术路线,借助Visual Studio 2005集成化开发工具,选用微软SQL Server 2000数据库,应用服务器IIS6.0,运用软件工程的思想方法,首先对系统进行了需求分析,并使用UML面向对象建模技术,逐步给出系统的用例图,并进行系统的总体设计。然后通过将系统分为基础数据管理模块、客户关系管理模块、客户关怀管理模块、系统设置管理模块与数据库。进而对系统进行了详细设计,包括界面的设计和数据库的设计。实现了为业务员分配客户,业务员联系客户、拜访客户的管理,并及时提示客户关怀的信息,以及对客户关怀的处理,数据库的备份还原等。在安全性上,采用了MD5对敏感信息加密存储,并防止SQL注入攻击。
通过引入客户关系管理系统,全面提高了工作效率,减少了数据差错,及时准确的采取客户关怀措施,对挽留老客户,挖掘新客户起到了一定的作用。系统运行良好,安全可靠。
关键词:客户关系管理系统,WEB,鞋材
Abstract
The rapid development of information technology have a far-reaching influence on the economic life in today's society.The latest research of the Customer Relationship Management theory impact on the enterprise management mode, How to absorb the advanced management concept.How to introduce an appropriate information management systems. It's an important task to all kinds of professions. From this point, we put forword customer relationship management system that based on B/S structure and intend to reform the existing customer management thorough, to eliminate the data inconsistent or incomplete, to avoid mistakes.We can improve the management, retain the old customers, tap new customers and enhance their core competitiveness.
We use the Customer Relationship Management theory as a starting point.We consider the shoe business customer relationship management as the objects.We select B / S architecture, Microsoft. Net technology, and Visual Studio 2005 integrated development tools.5.With regard to the database, we use Microsoft SQL Server 2000.Application servers is IIS6.0.We apply the idea of the software engineer during the program developement. First of all, we need to analysis the system require, and use UML object-oriented technology to build the modules.We draw the use-case diagram and total design the system. Then we divide the system into five part, including foundation data management, customer relationship management, customer care management, system settings and databases.We detail design the system, including interface design and database design. We realize the following functions. Distributing customer for the clerk, contacting the customer salesman, manage the data of customer who we need to visit.The system can remind when we should visit the custom as well as the handling of customer care. Backup and restore the database etc.. About the security, we use MD5 to encryptand and store the ensitive information .We use some techology to prevent SQL injection attacks.
Once we introduce the Customer Relationship Management systems, we can work efficiently, reduce data errors. we can not only take measures to keep the customer relationship but also played a certain role in tapping new customers . System is running well, safe and reliable.
Key words:Customer Relationship Management Web Shoe Material
目 录
摘 要 I
Abstract II
1 绪论
1.1 课题背景 (1)
1.2 课题研究目的与意义 (2)
1.3 课题国内外发展现状 (3)
1.4 本文工作 (4)
2 系统需求分析
2.1 系统总体功能描述 (5)
2.2 需求识别 (6)
2.3 潜在需求 (9)
2.4 性能需求 (9)
2.5 本章小结 (10)
3 系统的总体设计
3.1 系统总体设计 (11)
3.2 系统各功能模块设计 (13)
3.3 系统数据库设计 (19)
3.4 本章小结 (25)
4 系统实现
4.1 系统平台选择 (27)
4.2 系统各功能模块实现 (29)
4.3 本章小结 (40)
5 系统测试
5.1 测试环境 (41)
5.2 测试方法 (42)
5.3 测试数据与分析 (43)
5.4 本章小结 (45)
6 总结与展望
6.1 全文总结 (46)
6.2 展望 (47)
致 谢 (48)
参考文献 (49)
1 绪论
1.1 课题背景
温州讯雷鞋材有限公司是一家专业从事鞋材销售的企业,其客户为温州地区的各类鞋业生产企业,温州讯雷鞋材有限公司拥有员工二十多人,主要联系各鞋业企业,推销鞋材。原先该企业办公主要采用Excel的形式,由于有四千多家企业,客户数量多,业务往来信息复杂。业务员间往往会重复联系、跟进同一个客户,而有的客户群却没有业务员联系,客户联系人信息变更也增加了营销业务的复杂性。如何从根本上革新原有的这种手工管理的模式,从根本上避免数据的不一致性、冗余、错漏等情况