【作者】 李灼；

【导师】 雷友珣；

【作者基本信息】 北京邮电大学 ， 计算机科学与技术， 2013， 硕士

【摘要】 随着社会信息化进程的推进,信息在社会中的更新传播速度也越来越快,客户的需求也在时刻的变化。这也就使得传统的客户关系管理方式对信息的处理能力、响应速度相对滞后,影响企业的发展。针对当前客户关系管理的不足,并结合移动互联网技术,本文设计并实现了一款基于Android平台的CRM (Customer Relationship Management,客户关系管理)系统客户端软件,以满足快速高效为企业客户提供服务的需求。本文首先针对某企业CRM系统客户端进行了需求分析,提出系统所支持的九项业务：客户管理、联系人管理、销售机会管理、订单管理、产品管理、线索管理、行动管理、知识库管理和日程管理等,‘并进行了需求功能的分解。其次,本文采用了C/S模式和MVC相结合的模式,对CRM系统客户端进行了结构设计,将系统划分为表示层、业务逻辑层、基础服务层和数据层四层体系结构；并进行了功能模块的划分,研究了功能模块的业务处理流程,并对其进行了详细设计与实现。最后,对CRM客户端软件进行了功能测试,测试结果表明客户端各个功能模块运行良好并且业务处理高效。本文通过对当前诸多企业移动应用的分析,对共有界面元素以及底层功能进行开发设计,为其他功能提供了规范性的开发模式,使应用开发周期大大减少,减轻了开发工作量,同时也使软件质量得以保证,方便后期维护。综上所述,本文研究、设计并实现的CRM系统客户端软件,具有高效性、移动性、便捷性等特点,在有效解决当前客户关系管理缺陷的同时,帮助用户开展各项业务活动,提高业务处理效率,保证企业经营管理的正常进行。更多还原

【Abstract】 With the advancement of social informatization, the speed of updating information and information dissemination in society is getting faster, so the demand of customers changes all the time. For this reason traditional customer relationship management is lagging behind relatively for the information processing capacity and the speed of response, this hinder the development of enterprises. In view of the current lack of customer relationship management, and connecting with the mobile Internet technology, we designed and realized a CRM (Customer Relationship Management) client software based on the Android platform. This software can provide timely service for the enterprises customer rapidly and efficiently.Firstly, in view of the demand analysis of the CRM system client of a certain enterprise, we proposes nine services that the system supporting for, they are customers management, contacts management, sales opportunity management, orders management, products management, clues management, actions management, the knowledge base management, schedule management and so on, and at the same time decomposes the demand function. Secondly, we design the structure for the CRM system client, using the model that combining C/S model and MVC. The system is divided into four-layer structure:the presentation layer, business logic layer, basic services layer and data layer; and we also divides function module, analyzes each module business processing procedure of its five function modules, and designs and implementations each module in detail. Finally, based on the function test on the CRM system and the client, it verifies the good operation of each functional module and the efficiency of business processing.Based on the analysis of the current enterprise mobile application, we designed UI interface element and bottom functions development, which provides the normative development mode for the development of other functions. This development mode shortens the application development cycle greatly, and reduces the development workload; meanwhile the quality of the software can be ensured giving convenience to the later maintenance.To sum up, the CRM system client software that we discussed, designed and implemented is of high efficiency, mobility and convenience. It can not only solve the current defects of the customer relationship management effectively, but also help the user to carry out various business activities, improve the processing efficiency, and ensure the enterprise management working regularly.更多还原