【作者】 吕建平；

【导师】 郭文明； 罗守山；

【作者基本信息】 北京邮电大学 ， 软件工程， 2007， 硕士

【摘要】 随着通信市场由多家运营商的共同参与，监管部门对通信资费上限的监管，移动对固话的替代，使得固网运营商面临着巨大的竞争压力。为了有效应对激烈的市场竞争，内蒙古网通决定建立一套功能完善的大客户管理系统，实现对大客户的数字化、系统化的管理，本文描述了内蒙网通大客户市场的业务现状，对内蒙网通CRM系统需求和背景进行了总体分析，并对内蒙古网通的大客户管理能力，进行了重点的分析，根据分析结果确定了大客户管理系统的解决方案，总体建设目标和系统建设原则。文中对大客户管理系统的系统架构、设计思想、开发语言、数据库设计、系统应用的实施进行了阐述，并对大客户管理模块重点说明。本文从系统的需求分析——架构设计——系统开发——系统应用——系统实施进行了描述。目前内蒙古网通的大客户管理系统，已经开发完成，于2007年1月份正式上线运营，经过实际的应用测试，效果良好。在本软件开发的过程中，集中计费、综合客服系统、OA等系统均同步实施，随着企业信息化水平的不断提升，内蒙古网通的市场竞争能力必将得到较大的提升。更多还原

【Abstract】 With the communication market was together participated by many companies, with the expenses of the communication was limited by supervision department, and with the mobile phones took place of the traditional telephones, there were great competing pressure for the manager of traditional telephone company. In order to deal with competition market efficiently, Inner Mongolia CNC decides to develop the great customer management system. Meanwhile, Inner Mongolia CNC provides service for customers, that is, "high quality", "priority", "preference".This paper describes the present service situation of great customer market of Inner Mongolia CNC and generally analyzed the demand and the background of CRM system of CNC. It also analyzes the importance of management ability of great customer of Inner Mongolia CNC. According to the analyzed results, Inner Mongolia CNC makes the solution, gives the purpose and system principles of great customer management system.This paper presents the system architecture, design method and system module. This paper had descriptions from demand analysis, frame design, system development, to system implementation.Now the great customer management of Inner Mongolia CNC has been implemented and it has been used since January, 2007. The application indicates that this system work well.更多还原