基于Web的客户服务支持系统的研究与开发

【作者】 杨志波；

【导师】 廖文和；

【作者基本信息】 南京航空航天大学 ， 机械电子工程， 2004， 硕士

【摘要】 随着信息技术的高速发展，基于Web的客户服务支持系统已成为企业在激烈的市场竞争中为客户提供高效、快捷、优质服务的有效手段，它综合利用信息技术与管理技术，帮助企业收集、整理和分析客户信息，给客户提供实效、个性化服务，从而提高客户的满意度和忠诚度，帮助企业发展潜在的客户和新的市场，增强企业竞争力，增加企业效益。 本文以江苏新华昌集团企业信息化建设项目为背景，全面研究了客户服务支持系统的基本原理、系统构架、系统开发所涉及的若干关键技术，构建了基于Web的客户服务支持系统，实现了客户信息管理、网上订单查询、快速报价等功能。本文的研究工作主要包括以下几个方面： (1)分析了江苏新华昌集团客户服务支持系统的数据源特点，探讨了实现客户服务支持系统所涉及的若干关键技术，给出了基于Web的客户服务支持系统的体系结构。 (2)探讨了XML技术和利用该技术进行异地异构数据传递的实现原理和方法。 (3)研究了Web Services技术，并将该技术应用到客户服务支持系统中，完成了客户服务支持系统主要功能模块Web Services组件的设计。 (4)分析了．NET平台的优势，利用ASP．NET技术完成了客户服务支持系统的开发。更多还原

【Abstract】 With the rapid development of information technology, the supporting system of customer service based on Web is an effective means which the enterprises offer customers efficient, quick, as well as quality services in the fierce market competition. It, mainly by integratively making use of information and managed technology, helps the enterprises collect, sort and analyze the customers’ information and offers practical and individualized services to the customers to improve their approving and loyal degree, help enterprises develop potential customers and new market, strengthen the competition of an enterprise, and increase its profits.Making construction of the enterprise information by Jiangsu Xinhuachang Container Group as a background, this article completely researched into the fundamentals as well as systematic construction of the supporting system of customer service, and also the key technology needed by systematic development, constructed the supporting system of customer service based on Web, realized the functions of the information management of customers, enquiry of order in internet, quick quotation, and so forth. The research of this article mainly includes a few aspects below :(1) Analyzed the data source’s characteristics of the supporting system of customer service, discussed the key technology needed by realizing the supporting system of customer service and put forward the systematic construction of the supporting system of customer service based on Web.(2) Discussed XML technology, and the realizing fundamentals as well as methods which utilized it to deliver datum in different areas and construction.(3) Researched into the technology of Web Services, applied it to the supporting system of customer service and finished designing the module of Web Services, the main functional module in the supporting system of customer service.(4) Analyzed the advantage of .NET platform, and made use of the technology of ASP.NET to realize the development of the supporting system of customer service.更多还原