客戶(hù)關(guān)系管理系統(tǒng)（CRM）的設(shè)計(jì)與實(shí)現(xiàn)
摘  要

 隨著市場(chǎng)經(jīng)濟(jì)的不斷深化，企業(yè)的經(jīng)營(yíng)管理逐漸由以“產(chǎn)品為中心”向“以客戶(hù)為中心”轉(zhuǎn)化，以“注重成本的控制”向“注重提高客戶(hù)的滿(mǎn)意度”轉(zhuǎn)化，客戶(hù)成為企業(yè)最重要的資源。如何不斷改善客戶(hù)關(guān)系，掌握更多的客戶(hù)信息，提高客戶(hù)滿(mǎn)意度；如何在日益激烈的市場(chǎng)競(jìng)爭(zhēng)中把握機(jī)會(huì)，占據(jù)更多的市場(chǎng)份額成為當(dāng)前企業(yè)各層管理者的中心工作。
 客戶(hù)關(guān)系管理，簡(jiǎn)稱(chēng)CRM，是一種全面的管理和技術(shù)方法。它充分利用信息技術(shù)帶來(lái)的革命性影響，將企業(yè)中的人力資源、業(yè)務(wù)流程與專(zhuān)業(yè)技術(shù)進(jìn)行有效的整合，以滿(mǎn)足客戶(hù)的需求為核心目標(biāo)，使得企業(yè)可以更低的成本、更高效率地滿(mǎn)足客戶(hù)的需求，進(jìn)而從其客戶(hù)關(guān)系中獲得長(zhǎng)久的互動(dòng)收益。
 系統(tǒng)采用ASP.NET 2.0和Microsoft SQL Server 2005數(shù)據(jù)庫(kù)，實(shí)現(xiàn)基于B/S的三層架構(gòu)的構(gòu)建，用戶(hù)無(wú)需安裝任何特定應(yīng)用程序，即可隨時(shí)隨地通過(guò)網(wǎng)絡(luò)登錄使用。客戶(hù)關(guān)系管理系統(tǒng)，是各大小公司在現(xiàn)代商戰(zhàn)中不可或缺的利器。它能將分散在企業(yè)內(nèi)部的客戶(hù)信息集中，讓企業(yè)對(duì)自己的客戶(hù)有一個(gè)全面而準(zhǔn)確的了解，提高業(yè)務(wù)人員的工作效率，縮短對(duì)客戶(hù)需求的響應(yīng)時(shí)間，增強(qiáng)企業(yè)與客戶(hù)間的交流。
關(guān)鍵詞：客戶(hù)關(guān)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(tǒng)研究的現(xiàn)狀 1
1.2系統(tǒng)研究的意義 1
1.3系統(tǒng)實(shí)現(xiàn)的目的 2
2  可行性分析 3
2.1技術(shù)可行性 3
2.2經(jīng)濟(jì)可行性 3
2.3操作可行性 3
2.4管理可行性 3
2.5 開(kāi)發(fā)工具 3
2.6 B/S結(jié)構(gòu)的研究 4
2.6.1 B/S結(jié)構(gòu)的優(yōu)勢(shì) 5
2.6.2 B/S結(jié)構(gòu)的劣勢(shì) 5
2.7 MVC模式 6
3  需求分析 8
3.1市場(chǎng)需求分析 8
3.2系統(tǒng)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(yè)務(wù)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(shè)計(jì) 22
4.1 系統(tǒng)結(jié)構(gòu)設(shè)計(jì) 22
4.2系統(tǒng)權(quán)限劃分 22
4.3數(shù)據(jù)庫(kù)設(shè)計(jì) 24
4.3.1數(shù)據(jù)表 24
4.3.2視圖 25
4.3.3儲(chǔ)存過(guò)程 27
5  系統(tǒng)設(shè)計(jì) 31
5.1系統(tǒng)架構(gòu) 31
5.2類(lèi)設(shè)計(jì) 31
5.3功能模塊設(shè)計(jì) 32
5.3.1登錄管理 32
5.3.2客戶(hù)管理 32
5.3.3供應(yīng)商管理 34
5.3.4用戶(hù)管理 34
5.3.5員工管理 35
5.3.6業(yè)務(wù)管理 36
5.3.7系統(tǒng)管理 36
5.4系統(tǒng)安全相關(guān) 37
6  設(shè)計(jì)的實(shí)現(xiàn) 38
6.1界面設(shè)計(jì)實(shí)現(xiàn) 38
6.2功能模塊實(shí)現(xiàn) 39
6.2.1登錄管理 39
6.2.2賬號(hào)管理 39
6.2.3系統(tǒng)管理 40
6.2.4員工管理 41
6.2.5分析功能 41
6.3測(cè)試計(jì)劃 42
6.4測(cè)試步驟 43
6.5測(cè)試用例 44
6.6系統(tǒng)的優(yōu)化 45
7  運(yùn)行與維護(hù) 47
7.1運(yùn)行所需的環(huán)境 47
7.2實(shí)施相關(guān) 47
7.3日常維護(hù) 47
總  結(jié) 48
參考文獻(xiàn) 49
謝  辭 50