在全球市场竞争日益激烈的今天,企业关注的重点逐步由过去的生产等环节转向市场和客户。同时市场竞争的压力也使得企业越来越强烈地意识到客户资源将是市场竞争至关重要的宝贵资源,能否拥有客户将成为它们生存与否的关键所在。在这种背景下,客户关系管理系统应运而生。
本文主要描述了面向中小型服务业的客户关系管理系统的需求分析及设计过程,并详细讲解了系统各个模块的功能及实现方法,同时对采用的数据库管理工具(SQL Server 2005)和开发工具(PowerBuilder)做了简要的介绍。
关键词:客户关系管理,PowerBuilder,数据库
ABSTRACT
In the global market which becomes increasingly competitive today, enterprises focus gradually from the previous production links to the market and customers. At the same time, the pressure of market competition also makes enterprises realize that client resources will be the valuable resources of market competition. Whether enterprises have customers will be the key to their survival or not. In this context, customer relationship management system emerged.
This article mainly describes the design process of customer relationship management system, which is for small and medium service industries. And it explains the functions and implementation of each module. Besides, it makes a brief introduction on the use of database management tools (SQL Server 2005) and development tools (PowerBuilder).