客戶關系管理系統（CRM）的設計與實現

客戶關系管理系統（CRM）的設計與實現
摘  要

 隨著市場經濟的不斷深化，企業的經營管理逐漸由以“產品為中心”向“以客戶為中心”轉化，以“注重成本的控制”向“注重提高客戶的滿意度”轉化，客戶成為企業最重要的資源。如何不斷改善客戶關系，掌握更多的客戶信息，提高客戶滿意度；如何在日益激烈的市場競爭中把握機會，占據更多的市場份額成為當前企業各層管理者的中心工作。
 客戶關系管理，簡稱CRM，是一種全面的管理和技術方法。它充分利用信息技術帶來的革命性影響，將企業中的人力資源、業務流程與專業技術進行有效的整合，以滿足客戶的需求為核心目標，使得企業可以更低的成本、更高效率地滿足客戶的需求，進而從其客戶關系中獲得長久的互動收益。
 系統采用ASP.NET 2.0和Microsoft SQL Server 2005數據庫，實現基于B/S的三層架構的構建，用戶無需安裝任何特定應用程序，即可隨時隨地通過網絡登錄使用。客戶關系管理系統，是各大小公司在現代商戰中不可或缺的利器。它能將分散在企業內部的客戶信息集中，讓企業對自己的客戶有一個全面而準確的了解，提高業務人員的工作效率，縮短對客戶需求的響應時間，增強企業與客戶間的交流。
關鍵詞：客戶關系管理 C# B/S ASP.NET
Customer relationship management (CRM) of design and implementation
Abstract

 With the deepening of market economy, enterprise management gradually from a "product-centric" to "customer-centric" transformation to "focus on cost control" to "focus on improving customer satisfaction," the transformation of the enterprise customer, the most important resource. How to constantly improve customer relationships, have more customer information and improve customer satisfaction; how in the increasingly fierce competition in the market the opportunities to occupy more market share as the current business manager of the center layers.
 Customer relationship management, referred to as CRM, is a comprehensive management and technical methods. It takes full advantage of information technology has brought the revolutionary impact of the enterprise's human resources, business processes and expertise for effective integration, to meet customer demand as the core goal of allowing companies to lower costs, more efficient meet customer demand, and thus to obtain long-term customer relationships from the interaction proceeds.
 System using ASP.NET 2.0 and Microsoft SQL Server 2005 database-based B / S Construction of three-tier architecture, users do not need to install any specific application, you can use anytime, anywhere through the network logon. Customer relationship management system is the size of the war in the modern business tool indispensable. It will be distributed within the enterprise customer information is centralized, so that business-to-own customers have a comprehensive and accurate understanding of the business staff to improve efficiency and reduce response time to customer needs, enhance communication with customers.
Keywords: CRM C# B/S ASP.NET

目  錄

摘  要 I
Abstract II
1  緒論 1
1.1系統研究的現狀 1
1.2系統研究的意義 1
1.3系統實現的目的 2
2  可行性分析 3
2.1技術可行性 3
2.2經濟可行性 3
2.3操作可行性 3
2.4管理可行性 3
2.5 開發工具 3
2.6 B/S結構的研究 4
2.6.1 B/S結構的優勢 5
2.6.2 B/S結構的劣勢 5
2.7 MVC模式 6
3  需求分析 8
3.1市場需求分析 8
3.2系統需求分析 8
3.2.1功能需求 8
3.2.2性能需求 10
3.3核心業務流程圖 10
3.4用例分析 12
3.4.1用例列表 12
3.4.2用例圖 13
3.4.3用例描述 16
4  總體設計 22
4.1 系統結構設計 22
4.2系統權限劃分 22
4.3數據庫設計 24
4.3.1數據表 24
4.3.2視圖 25
4.3.3儲存過程 27
5  系統設計 31
5.1系統架構 31
5.2類設計 31
5.3功能模塊設計 32
5.3.1登錄管理 32
5.3.2客戶管理 32
5.3.3供應商管理 34
5.3.4用戶管理 34
5.3.5員工管理 35
5.3.6業務管理 36
5.3.7系統管理 36
5.4系統安全相關 37
6  設計的實現 38
6.1界面設計實現 38
6.2功能模塊實現 39
6.2.1登錄管理 39
6.2.2賬號管理 39
6.2.3系統管理 40
6.2.4員工管理 41
6.2.5分析功能 41
6.3測試計劃 42
6.4測試步驟 43
6.5測試用例 44
6.6系統的優化 45
7  運行與維護 47
7.1運行所需的環境 47
7.2實施相關 47
7.3日常維護 47
總  結 48
參考文獻 49
謝  辭 50