【正文】 I 目錄 摘要 ............................................................................................................................................................................1 第一章 緒論 ..........................................................................................................................................................3 CRM產(chǎn)生的背景 ............................................................................................................................................3 畢業(yè)設(shè)計(jì)內(nèi)容 ...............................................................................................................................................3 文章內(nèi)容安排 ...............................................................................................................................................3 第二章 CRM 概述 ................................................................................................................................................5 CRM 是“客戶(hù)管理關(guān)系” ..........................................................................................................................5 CRM的組成 ....................................................................................................................................................6 CRM的挑戰(zhàn)與未來(lái) .......................................................................................................................................7 第三章 基于 WEB 的 B/S 三層 結(jié)構(gòu)體系 .............................................................................................................8 B／ S 結(jié)構(gòu)概述 ..............................................................................................................................................8 C/S結(jié)構(gòu)概述 ................................................................................................................................................8 B／ S 結(jié)構(gòu)與 C／ S結(jié)構(gòu)的比較 ...................................................................................................................9 第四章 開(kāi)發(fā)平臺(tái)及工具的選擇 ..........................................................................................................................11 J2EE 的優(yōu)勢(shì) ................................................................................................................................................11 MYECLIPSE開(kāi)發(fā) ............................................................................................................................................ 12 SQL SERVER 2021 介紹 ............................................................................................................................... 12 第五章 系統(tǒng)總體設(shè)計(jì)流程 ............................................................................................................................... 13 需求概述 ..................................................................................................................................................... 13 業(yè)務(wù)流程 ..................................................................................................................................................... 14 系統(tǒng)結(jié)構(gòu) ..................................................................................................................................................... 17 系統(tǒng)功能 ..................................................................................................................................................... 18 用例分析 ..................................................................................................................................................... 18 第六章 技術(shù)架構(gòu)與系統(tǒng)設(shè)計(jì) ........................................................................................................................... 20 技術(shù)架構(gòu) ..................................................................................................................................................... 20 系統(tǒng)設(shè)計(jì) ..................................................................................................................................................... 20 第七章 頁(yè)面效果展示 ....................................................................................................................................... 25 第八章 總結(jié)與展望 ........................................................................................................................................... 29 致謝 ...........................................................................................................................................錯(cuò)誤 !未定義書(shū)簽。 參考文獻(xiàn) ................................................................................................................................................................ 30 1 摘要 CRM 系統(tǒng)是一種利用計(jì)算機(jī)自動(dòng)管理客戶(hù)資料的信息管理系統(tǒng)。通過(guò) CRM 系統(tǒng)的使用，企業(yè)可以提高其客戶(hù)管理的能力與效率，提高客戶(hù)對(duì)企業(yè)的滿(mǎn)意度，從而提高了企業(yè)的運(yùn)作效率，增加經(jīng)濟(jì)效益。 本系統(tǒng) 基于 B/S 模式， 以中小型企業(yè)進(jìn)行客戶(hù)管理的實(shí)際需求為背景，實(shí)現(xiàn)了基礎(chǔ)信息維護(hù)、客戶(hù)信息維護(hù)、信息查詢(xún)、客戶(hù)管理、輔助工具、系統(tǒng)管理等功能。系統(tǒng)采用結(jié)構(gòu)化分析、設(shè)計(jì)技術(shù) 的方法進(jìn)行設(shè)計(jì)與 開(kāi)發(fā)。系統(tǒng)整體架構(gòu)采用Struts+Spring+Hibernate 框架實(shí)現(xiàn) ， 從而實(shí)現(xiàn)了表示邏輯和業(yè)務(wù)邏輯的分離，使系統(tǒng)具有較好的可維護(hù)性與穩(wěn)定性。本文首先對(duì) J2EE 的核心技術(shù)作了簡(jiǎn)要說(shuō)明，然后詳細(xì)分析了 Web 層，持久層，業(yè)務(wù)邏輯層等 ，最后根據(jù)系統(tǒng)分析及設(shè)計(jì)的結(jié)果介紹了系統(tǒng)部分功能模塊的實(shí)現(xiàn)過(guò)程。 關(guān)鍵詞： CRM 系統(tǒng)、 B/S 模式、 J2EE Abstract CRM system is a puter information management system for automatic management of customer information. Through the use of CRM systems, enterprises can improve the capacity and efficiency of their customer management, increase customer satisfaction with enterprises, so as to improve the operational efficiency of enterprises, enhance economic efficiency. This system is based on B/S model, with to customer39。s actual needs in the management of small and medium enterprises in the background, enabling basic information maintenance, the customer39。s information maintenance, information query, account management, support tools, system management functions. Systems using structured analysis, design methods for design and development of technology. Overall system architecture using Struts+Spring+Hibernate Frame