客户关系管理系统（CRM）的设计与实现

客户关系管理系统（CRM）的设计与实现
摘  要

 随着市场经济的不断深化，企业的经营管理逐渐由以“产品为中心”向“以客户为中心”转化，以“注重成本的控制”向“注重提高客户的满意度”转化，客户成为企业最重要的资源。如何不断改善客户关系，掌握更多的客户信息，提高客户满意度；如何在日益激烈的市场竞争中把握机会，占据更多的市场份额成为当前企业各层管理者的中心工作。
 客户关系管理，简称CRM，是一种全面的管理和技术方法。它充分利用信息技术带来的革命性影响，将企业中的人力资源、业务流程与专业技术进行有效的整合，以满足客户的需求为核心目标，使得企业可以更低的成本、更高效率地满足客户的需求，进而从其客户关系中获得长久的互动收益。
 系统采用ASP.NET 2.0和Microsoft SQL Server 2005数据库，实现基于B/S的三层架构的构建，用户无需安装任何特定应用程序，即可随时随地通过网络登录使用。客户关系管理系统，是各大小公司在现代商战中不可或缺的利器。它能将分散在企业内部的客户信息集中，让企业对自己的客户有一个全面而准确的了解，提高业务人员的工作效率，缩短对客户需求的响应时间，增强企业与客户间的交流。
关键词：客户关系管理 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  录

摘  要 I
Abstract II
1  绪论 1
1.1系统研究的现状 1
1.2系统研究的意义 1
1.3系统实现的目的 2
2  可行性分析 3
2.1技术可行性 3
2.2经济可行性 3
2.3操作可行性 3
2.4管理可行性 3
2.5 开发工具 3
2.6 B/S结构的研究 4
2.6.1 B/S结构的优势 5
2.6.2 B/S结构的劣势 5
2.7 MVC模式 6
3  需求分析 8
3.1市场需求分析 8
3.2系统需求分析 8
3.2.1功能需求 8
3.2.2性能需求 10
3.3核心业务流程图 10
3.4用例分析 12
3.4.1用例列表 12
3.4.2用例图 13
3.4.3用例描述 16
4  总体设计 22
4.1 系统结构设计 22
4.2系统权限划分 22
4.3数据库设计 24
4.3.1数据表 24
4.3.2视图 25
4.3.3储存过程 27
5  系统设计 31
5.1系统架构 31
5.2类设计 31
5.3功能模块设计 32
5.3.1登录管理 32
5.3.2客户管理 32
5.3.3供应商管理 34
5.3.4用户管理 34
5.3.5员工管理 35
5.3.6业务管理 36
5.3.7系统管理 36
5.4系统安全相关 37
6  设计的实现 38
6.1界面设计实现 38
6.2功能模块实现 39
6.2.1登录管理 39
6.2.2账号管理 39
6.2.3系统管理 40
6.2.4员工管理 41
6.2.5分析功能 41
6.3测试计划 42
6.4测试步骤 43
6.5测试用例 44
6.6系统的优化 45
7  运行与维护 47
7.1运行所需的环境 47
7.2实施相关 47
7.3日常维护 47
总  结 48
参考文献 49
谢  辞 50