【作者】 杨绍明；

【导师】 张能立；

【作者基本信息】 武汉理工大学 ， 计算机应用技术， 2004， 硕士

【摘要】 随着信息技术的发展和网络经济的快速进步，传统的商业模式发生了根本性变化。在很多行业，由于产品和服务的商品化，企业之间的竞争更加激烈；而且客户期望也在快速变化，对产品和服务的质量、个性化和价值要求更高。在这种环境下，客户关系管理是取得成功的重要因素，建立和维持客户关系成为企业取得竞争优势的最重要基础。以数据仓库技术为基础的CRM系统的出现，成为解决这一问题的有效途径。目前互联网技术的发展，对企业的发展与管理提出更高的要求。基于B／S模式的系统以其结构灵活、操作方便、部署及维护成本低廉，得到了迅速的推广，广泛应用于国民经济的各个领域。 本文对如何开发基于B／S模式的CRM系统的研究与应用进行了探讨，主要内容包括以下几个部分： 1)阐述CRM系统概念，管理思想及CRM系统的组成，模块结构，以及与CRM相关的数据仓库和数据挖掘技术知识。 2)分析基于B／S模式CRM系统应用的关键技术知识。首先，分析基于B／S模式系统应用的优点，然后说明在B／S模式下进行CRM系统研发的关键技术，包括系统接口，系统安全和网络支撑平台建设三方面的技术要求。具体说明了Web服务技术是目前解决基于B／S模式系统的接口问题最好的方案；系统安全包括网络安全和数据库安全两方面，文中也分别介绍了与网络安全和数据库安全相关的技术知识需求。 3)介绍目前基于B／S模式开发应用的开发平台Microsoft.NET。简要地说明.NET的组成部分，ASP.NET和ADO.NET技术，并分析了如何在.NET框架下建立企业级分布式解决方案的一般步骤和方法。 4)最后，本文以在贵州益佰制药有限公司实施的销售管理CRM系统为例，说明如何成功地架构一个基于B／S模式的CRM系统。其中包括了解客户需求，分析业务流程，建立解决方案，构架系统框架，系统的实施情况等。 5)在文章结尾，作者根据当前通信和网络技术的发展，展望基于B／S模式的CRM系统应用的广泛前景，并对在本文研究中还存在需要改进的地方进行了探讨。更多还原

【Abstract】 With the development of information technology and the rapid progress of internet-economy, the conventional commercial mode is changing radically. In many trades, more homogeneous are the products and service provided by diverse enterprise; more candescent is the competition among them, and at the same time the expectation of customers is being higher for quantity value and individuality. So the loyalty of customers is a significant factor and the foundation of enterprises’ predominance. The appearance of CRM based on the Data Warehouse technology became a key to the situation. Technical development in current Internet, lifted with management to beg higher to the development of the business enterprise. Because the software based on B/S framework is flexible, easy to operate, to deploy and maintain cost little, it has got fast popularization and has been applied to each field of national economy extensively.In this paper, how to study and apply of system of CRM based on the B/S pattern are discussed, the following is the contents of the paper:1) To introduces the concept, Management principle, framework, and operation area of CRM (Customer Relationship Management); and then discusses the Data Warehouse technology applied to CRM;2) To discuss the key technique knowledge of the application on system of CRM based on the B/S pattern. First, analyze the advantage of the develop way based on the B/S pattern. Then explain those key technologies needed to develop CRM based on the B/S, which included the technology of system interface, of system safety and of the design of net framework. And explain the technology of web service is a good way to solution the system interface in the Internet. There are two ways of web safety and database safety are to be involved in the system safety, which are to be discussed in this paper.3) To discuss Microsoft .NET, a develop plat applied to develop soft system based on the B/S pattern, is to be discussed in the paper, which aboutthe framework in the Microsoft .NET, and the technology of ASP.NET and ADO .NET. And analyze the general step and way to establish the distribute business enterprise solution in the .NET.4) According to the application of CRM system based on B/S pattern in the Guizhou Yibai medicine limited company, to explain the press of how to set up a CRM system based on B/S pattern, which include to understand the customer require with, analyzing the business process, establishing the solution, install system frame and realize the system.5) At last, this paper put forward the extensive foreground of the system of CRM based on the B/S pattern with the expanding of the web technology and explain that there are some questions are to be resolve stilly in this paper.更多还原