CRM統(tǒng)計(jì)功能的設(shè)計(jì)與實(shí)現(xiàn)

信息計(jì)算科學(xué)論文編號(hào):XXLW081 論文字?jǐn)?shù):10629,頁數(shù):34

目  錄
摘   要 i
Abstract ii
目  錄 iii
第一章  緒   論 1
1.1  課題意義、背景及現(xiàn)狀 1
1.2  系統(tǒng)功能分析 2
第二章  系統(tǒng)開發(fā)技術(shù)基礎(chǔ) 3
2.1  C/S模式介紹 3
2.2  系統(tǒng)開發(fā)環(huán)境介紹 3
2.2.1  Delphi 6.0 4
2.2.2  SQL sever 2000 5
第三章  CRM統(tǒng)計(jì)功能的分析與設(shè)計(jì) 7
3.1  系統(tǒng)目標(biāo) 7
3.2  需求分析 7
3.2.1  需求描述 7
3.2.2  業(yè)務(wù)流程 9
3.3  概要設(shè)計(jì) 10
3.3.1  系統(tǒng)流程圖 10
3.3.2  系統(tǒng)E-R圖 11
3.4 詳細(xì)設(shè)計(jì) 11
3.4.1  數(shù)據(jù)字典 11
3.4.2  數(shù)據(jù)結(jié)構(gòu)的具體實(shí)現(xiàn) 13
第四章  CRM統(tǒng)計(jì)功能的實(shí)現(xiàn)及其維護(hù) 15
4.1  CRM統(tǒng)計(jì)功能的實(shí)現(xiàn) 15
4.1.1  個(gè)人業(yè)務(wù)查詢 15
4.1.2  個(gè)人業(yè)績查詢 16
4.1.3  公司業(yè)務(wù)查詢 17
4.1.4  公司業(yè)績查詢 18
4.2 系統(tǒng)維護(hù) 19
第五章  總  結(jié) 20
致  謝 21
參考文獻(xiàn) 22
附  錄 23

摘   要
    電子商務(wù)給企業(yè)帶來的最大影響是使市場由原來的以產(chǎn)品為中心變成了以客戶為中心，企業(yè)的經(jīng)營由原來的規(guī)�；�生產(chǎn)變成今天的一對(duì)一的個(gè)性化服務(wù)�，F(xiàn)今，許多企業(yè)已經(jīng)認(rèn)識(shí)到以客戶為中心是當(dāng)今市場競爭的必由之路。一個(gè)公司的業(yè)務(wù)發(fā)展部，是一個(gè)客戶接觸到的第一批人員，只有業(yè)務(wù)發(fā)展部真正做到以客戶為中心，通過對(duì)客戶相關(guān)信息的分析與挖掘，識(shí)別客戶消費(fèi)規(guī)律，幫助企業(yè)提升客戶滿意度和忠誠度，才能使今后的合作奠定良好的基礎(chǔ)。
 本系統(tǒng)是按照業(yè)務(wù)發(fā)展部的需要，根據(jù)其日常工作，按照其工作習(xí)慣，采用基于C/S軟件體系結(jié)構(gòu)的軟件開發(fā)技術(shù)，實(shí)現(xiàn)了客戶關(guān)系管理CRM（Customer Relationship Management）系統(tǒng)中管理功能。在可行性研究和需求分析的基礎(chǔ)上，我們對(duì)系統(tǒng)的設(shè)計(jì)方案、數(shù)據(jù)庫和安全等方面進(jìn)行了較詳細(xì)的設(shè)計(jì)，采用Delphi6作為開發(fā)工具，SQL Sever作為后臺(tái)數(shù)據(jù)庫管理系統(tǒng)，實(shí)現(xiàn)了這個(gè)CRM系統(tǒng)中的統(tǒng)計(jì)功能。本文講述了CRM系統(tǒng)中統(tǒng)計(jì)功能的課題背景、開發(fā)環(huán)境、需求分析等部分。本系統(tǒng)可以對(duì)業(yè)務(wù)等信息進(jìn)行有效的統(tǒng)計(jì)�？梢酝ㄟ^本系統(tǒng)方便地查詢和統(tǒng)計(jì)數(shù)據(jù)，并自動(dòng)計(jì)算各種不同類型業(yè)務(wù)的數(shù)量，為業(yè)務(wù)發(fā)展部門的日常工作提供了一個(gè)方便快捷的操作平臺(tái)，也為決策者提供了更為有效的信息量，提高了工作效率。
 
關(guān)鍵詞：業(yè)務(wù)發(fā)展  CRM  統(tǒng)計(jì)功能

Abstract
 The greatest impact which the E-commerce brought to the businesses is that it made the market become a customer-center from a product-center, the original business become a one-on-one personalized service from the large-scale production. Today, many enterprises have recognized that the customer-centric is the only way to compete with other ones in today's market。 A business development of a company is the first group of officers that the customers face to, only the business development can truly deal with the customers as the center，through the analysis and mining to the custom information, identify customers to help companies increase customer satisfaction and loyalty, to make a good foundation for the cooperation in the future.
 This system is based on the needs of business development, according to their day-to-day work, in accordance with their working habits, basing on C / S architecture software development technology,  it make the Customer Relationship Management CRM system come true with the management functions. Basing on the feasibility study and needs analysis , we carried out a more detailed design for the database and security , using Delphi6 as development tools, SQL Sever database management system as a background, realized the CRM system statistical functions. This article describes the statistical functions in the CRM system，the background，development environment, the demand analysis and so on.
 This system can carry out effective statistics to the business information, also can easily query and statistics data and automatically calculate the number of different types of business. It provides a convenient and efficient operating platform to business development, but also provides the efficient information to the decision-makers, improving the work efficiency.
 
Keywords: Business Development ；CRM ；Statistical Functions