基于ASP模式的CRM应用服务系统及其关键技术研究

【作者】 吉锋；

【导师】 何卫平；

【作者基本信息】 西北工业大学 ， 航空宇航制造工程， 2002， 硕士

【摘要】 ASP(应用服务提供商)与CRM(客户关系管理)是当前各地企业正在讨论的两个重要概念。本文结合国防基础研究项目——敏捷化虚拟制造技术研究，对基于ASP模式的CRM应用服务系统的构建及其关键技术进行了讨论。 基于ASP模式的CRM应用服务系统就是将客户关系管理系统与ASP模式的独特优越性相结合，开展客户关系管理应用服务。本文在对ASP模式的运行机制、应用条件及其特点的分析基础上，根据标准CRM系统的功能需求，提出了基于ASP模式的CRM应用服务系统(ASP—CRMS)的功能模型和体系结构。然后在此基础之上，对系统的关键技术——系统数据仓库构建技术、系统的信息集成与共享技术、系统的网络与数据安全技术进行了分析与研究。在本系统中，基于SQLServer2000构建了系统的数据仓库；基于XML技术实现了系统的信息集成与共享；并且参考国内外ASP服务站点，针对CRM应用的特殊性，提出了具体的网络与数据安全解决方案。 本文最后介绍了系统的具体实现技术——分布式组件技术，分析了如何运用J2EE技术开发ASP—CRMS系统，在此基础上对原型系统的实现进行了论述。本文的研究对于广泛开展ASP应用服务具有重要意义。更多还原

【Abstract】 Application Service Provider and Customer Relationship Management are two important concepts that are widely discussed in worldwide enterprises. This paper is concentrated on the construction of Customer Relationship Management system with the style of Application Service Provider. The prototype is the project named Research of Agile Virtual Manufacture; this project is about basic national defense research.The CRM system based on ASP is an integrated Customer Relationship Management system with the particular advantages of ASP; finally this system will become an Application Service of Customer Relationship Management. In this paper, the implement mechanism, condition and characters of ASP are discussed firstly. According to the function requirement of standard CRM system, functional model and system structure have been constructed. In this paper, some important technologies used in this system are analyzed and studied, for example the construction technology of DataWarehouse, the technology of information integrating and sharing, the technology of network and data safety. In this system, system DataWarehouse is constructed with SQLServer2000; information integrating and sharing is implemented on XML; according to the particularity of Customer Relationship Management, the solution of network and data safety is brought forward by referring to the worldwide ASP website.At the end of this paper, the distributed component technology is introduced in detailed, how to use J2EE to develop this system is explained particularly. This paper discusses the implement ways of the prototype with J2EE. This paper will play an important role in spreading the technology of Application Services Providers.更多还原