【作者】 成可；

【导师】 李杰；

【作者基本信息】 机械科学研究院 ， 机械制造及其自动化， 2002， 硕士

【摘要】 客户关系管理系统通过直接支持销售管理者的战略管理与决策，对提高企业管理效率与经济效益起着重要作用。然而，建立企业CRM的过程是一项复杂的系统工程，操作困难且往往效率低下。另一方面，联机分析处理(OLAP)是近几年来最新和最广泛使用的技术之一。在本文中，作者将OLAP技术引入CRM的研究从而提出了一种基于联机分析处理的客户关系管理系统(OB-CRM)的系统结构，同时给出了一个能够进行客户订单分析的实际系统。 CRM是一个使企业销售公司可以方便地得到与关键成功因素相关的企业内外部客户信息的计算机系统。本文详细研究了建立电子商务企业中CRM的关键成功因素，并分析了企业综合销售信息的特征。提出用多星形结构作为数据仓库的模型。同时也讨论了向模型中加入“案例”维来支持企业过程的方法。 接着，作者着眼于在客户订单分析中，OLAP如何支持形式化模型以及怎样通过形式化模型获得有用信息。OLAP操作被用来解决客户订单分析案例中的问题。 在本文的最后部分，展示了一个基于上述OLAP技术开发的面向客户订单分析的CRM系统。这一系统为销售公司提供了OLAP的功能，使销售人员可以通过多维视图分析数据。这表明OLAP技术可以达到CPM的目标，为CRM的设计提供了一种方法。更多还原

【Abstract】 Through supporting the strategic management and decisions of the top level of marketing managers,the customer relationship management systems play the important roles in improving the management efficiency and the economical efforts in enterprises. However,the process of building up CRM is complicated system engineering. It is difficult to operate and always gains low efficiency. On the other hand,on-line analytical processing (OLAP) is one of the newest and general technologies of late years. In this paper,the author introduces OLAP into customer relationship management system study and presents the architecture of an on-line analytical processing based customer relationship management system (OB-CRM) as well as a practical customer relationship management system for customer order analysis .CRM is a computerized system that provides executives with easy access to internal and external marketing information that is relevant to their critical success factors (CSFs). The CSFs of building up CRM in electronic business enterprises,together with the analysis on features of integrated management information,are carefully studied. On this foundation,the multi-star style structure has been chosen for the multi-dimensional model of the data warehouse (DW). The author also tells about the method to supportenterprise processes by adding a lease’ dimension to the model.Then,the author pays interest on how OLAP enabled databases can be adapted to support symbolic modeling and used in customer order analysis,and how modeling contributes to acquiring valuable information. According to a case of customer order management and decision,the OLAP operation is applied to solve the problem.At the last part of the paper,an CRM for customer order decision-making and analysis based on OLAP technology mentioned above is developed. This system provides the decision-maker with the function of OLAP. It enable the decision-maker analyze data at multiple points of view and shows that the technology could achievel the purpose,and is a promising method of building up CRM. j更多还原