【正文】 畢業(yè)設(shè)計(jì)論文 專(zhuān) 業(yè) 網(wǎng)絡(luò)工程 班 級(jí) 11104301 學(xué) 號(hào) 1110430118 姓 名 盧加利 指 導(dǎo) 教 師 戴酉 摘 要 在競(jìng)爭(zhēng)日益激烈的今天，越來(lái)越多的企業(yè)開(kāi)始關(guān)注客戶，重視收集客戶的信息，傾聽(tīng)并及時(shí)響應(yīng)客戶的要求和期望。企業(yè)通過(guò)對(duì)客戶理解的不斷加深以及對(duì)客戶服務(wù)實(shí)踐的不斷改善，提高其競(jìng)爭(zhēng)力。 CRM(Customer Relationship Management)，即客戶關(guān)系管理，其目標(biāo)在于協(xié)助企業(yè)不斷地獲取和積累客戶知識(shí)，并將這些知識(shí)運(yùn)用在企業(yè)的生產(chǎn)、市場(chǎng)營(yíng)銷(xiāo)和客戶服務(wù)等各個(gè)領(lǐng)域，以提升客戶滿意度和忠誠(chéng)度，降低生產(chǎn)、銷(xiāo)售和服務(wù)成本，從而增加企業(yè)效益。 本論文論述一種適合于中小企業(yè)、基于 WEB 數(shù)據(jù)庫(kù)技術(shù)， B/S（瀏覽器 /服務(wù)器）方式操作的客戶關(guān)系管理系統(tǒng)的設(shè)計(jì)與開(kāi)發(fā)，可與電子商務(wù)系統(tǒng) /辦公自動(dòng)化（ OA）系統(tǒng)無(wú)縫融合，方便日常事務(wù)管理。該系統(tǒng)采用 作為開(kāi)發(fā)工具， SQL Server 20xx 作為數(shù)據(jù)庫(kù)管理系統(tǒng)。 客戶關(guān)系管理實(shí)現(xiàn)了對(duì)客戶信息的有效管理，主要功能包括：添加客戶信息，管理客戶信息，查詢(xún)客戶信息，訂單管理，投訴管理，報(bào)表管理，任務(wù)管理，留言管理，用戶信息管理等功能模塊。 關(guān)鍵字： CRM，客戶管理，數(shù)據(jù)庫(kù)， ， B/S 架構(gòu) Abstract In today39。s increasingly petitive, more and more enterprises begin to customer focus, attention to collect customer information, to listen and promptly respond to customer requirements and expectations. Business through the deepening understanding of the customer and the customer service practice continues to improve, enhance their petitiveness. CRM (Customer Relationship Management), that is, customer relationship management, the goal is to help panies continue to acquire and accumulate customer knowledge, and knowledge used in the production, marketing and customer service fields, in order to enhance customer satisfaction and loyalty, reduce production, sales and service costs, thereby increasing enterprise efficiency. This paper discusses a suitable small and medium enterprises, WEBbased database technology, B / S (Browser / Server) mode operation of the customer relationship management system design and development, with emerce system / office automation (OA) system seamless integration, facilitate the management of daily affairs. The system uses as a development tool for , SQL Server 20xx as database management systems. Customer relationship management to achieve effective management of customer information, the main features include: add customer information, manage customer information, check customer information, order management, plaints management, report management, task management, message management, and user information management function module. Keywords: CRM, customer management, database, , B / S architecture 目 錄 摘 要 ........................................................................................................................... 2 Abstract.......................................................................................................................... 3 第一章 緒論 .................................................................................................................... 5 選題背景目的和意義 ........................................................................................... 5 課題目的和意義 ................................................................................................... 6 設(shè)計(jì)思想 ............................................................................................................. 7 第二章 相關(guān)技術(shù)介紹 .....................................................................................................11 介紹 .......................................................................................................11 SQL Server 數(shù)據(jù)庫(kù)簡(jiǎn)介 ...................................................................................... 13 系統(tǒng)開(kāi)發(fā)環(huán)境 .................................................................................................... 14 系統(tǒng)架構(gòu) ........................................................................................................... 14 第三章 系統(tǒng)總體設(shè)計(jì) .................................................................................................... 15 可行性分析 ........................................................................................................ 15 技術(shù)可行性 ............................................................................................ 15 經(jīng)濟(jì)可行性 ............................................................................................ 16 運(yùn)行可行性 ............................................................................................ 16 需求分析 ........................................................................................................... 16 系統(tǒng)模塊結(jié)構(gòu)設(shè)計(jì) ............................................................................................. 17 重要功能模塊流程 ............................................................................................ 17 數(shù)據(jù)增加流程 ........................................................................................ 17 數(shù)據(jù)修改流程 ........................................................................................ 18 數(shù)據(jù)刪除流程 ........................................................................................ 19 系統(tǒng)用例 ........................................................................................................... 20 數(shù)據(jù)庫(kù)設(shè)計(jì) ....................................................................................................... 21 第四章 系統(tǒng)詳細(xì)設(shè)計(jì) .................................................................................................... 26 數(shù)據(jù)庫(kù)詳細(xì)設(shè)計(jì) ................................................................................................. 26 數(shù)據(jù)庫(kù)結(jié)構(gòu) ............................................................................................ 26 功能模塊的詳細(xì)設(shè)計(jì) .......................................................................................... 29 登錄模塊詳細(xì)設(shè)計(jì) .................................................................................. 29 客戶信息管理模塊 ................................................................................. 31 訂單管理模塊詳細(xì)設(shè) 計(jì) ........................................................................... 32 用戶信息管理模塊詳細(xì)設(shè)計(jì) .......................................