电子化客户关系管理--eCRM系统的设计与实现.doc

摘 要 客户关系管理强调以客户为中心，企业的活动围绕客户展开。本文旨在设计开发一个适合中小企业的客户关系管理系统，使企业应用客户关系管理的理念，提高企业的客户关系管理水平。 本文根据中小企业特点，结合对CRM理论及相关技术的研究和对系统的需求分析，确定了系统的实现方案。本文设计的系统采用Browser/Server三层体系结构模式进行设计。该系统应用Microsoft SQL Server 2000 作为数据库服务器，采用Microsoft Visual Studio .NET 2005 作为开发平台，使用C#语言进行应用程序的开发，应用ADO.NET技术实现在Internet上高效数据库通信。 结合开发系统的需求特点，确定了eCRM系统功能模块和业务流程，完成了系统总体功能设计和各子系统的详细功能设计。本文eCRM系统设计实现了客户资源管理、客户发展管理、客户服务管理、分析决策管理、基础配置管理五个子系统。 通过对分析决策算法的研究，本文为分析决策功能设计了如下算法：因素影响评估算法、绩效评估算法、投诉评估算法，运用这些算法分别实现了客户流失原因评估分析、员工绩效评估分析、员工投诉评估分析等，为企业决策提供分析决策依据。 根据系统设计原则，按子系统功能模块开发实现了各个子系统的具体功能。通过对存储过程的研究，利用存储过程高效灵活地对数据库进行访问，提高了系统的运行效率。 本文设计实现的eCRM系统可运行在Windows2000/2003操作系统上, 并进行了系统的实验室测试，运行良好。 关键词：客户关系管理 ADO.NET 分析决策算法 存储过程 DESIGN AND IMPLEMENTATION OF ECRM SYSTEM ABSTRACT Customer Relationship Management stresses the customers as center, and all work of enterprises are surrounding customers. The Customer Relationship Management system which could befit small and medium-sized enterprises is developed.The enterprises apply the idea of Customer Relationship Management to improve the management level of the enterprises. Using the theory and development technology of CRM system and the analysis of the system demand, the project for effectuating the system is established according to the characteristics of small and medium-sized enterprises. The system is designed with Browser/Server model of the three-tier architecture. Microsoft SQL Server 2000 is adopted as background database, Microsoft Visual Studio .NET 2005 is adopted as developing tool, C# is adopted as developing language and ADO.NET application technology is adopted as the efficient Internet database access. According to the characteristics of system requirement，the functional model of the eCRM system is established, the business process, the overall system function structure and subsystem detailed function structure are designed. The eCRM system is designed into 5 subsystems:Customer Resource Management Subsystem, Customer Development Management Subsy