【正文】 .............. 8 煙草行業(yè)解決方案整體系統(tǒng)概述 ........................................................ 9 煙草行業(yè)客戶關(guān)系管理系統(tǒng)目標(biāo)和解決的問題 ........................................ 10 煙草行業(yè)客戶關(guān)系管理系統(tǒng)需求問題描述 ................................................ 12 煙草行業(yè)客戶關(guān)系管理系統(tǒng)功能性需求 ........................................... 12 煙草行業(yè)客戶關(guān)系管理系統(tǒng)非功能性需求 ...................................... 24 第 3 章 煙草行業(yè)客戶關(guān)系管理系統(tǒng)架構(gòu)設(shè)計(jì) ........................................................ 26 煙草行業(yè)客戶關(guān)系管理系統(tǒng)設(shè)計(jì)目標(biāo)和原則 ............................................ 26 煙草行業(yè)客戶關(guān)系管理系統(tǒng)技術(shù)架構(gòu)設(shè)計(jì) ................................................ 26 煙草行業(yè)客戶關(guān)系管理 系統(tǒng)物理架構(gòu) .............................................. 26 煙草行業(yè)客戶關(guān)系管理系統(tǒng)邏輯架構(gòu) .............................................. 29 煙草行業(yè)客戶關(guān)系管理系統(tǒng)功能架構(gòu) ........................................................ 30 煙草行業(yè)客戶關(guān)系管理系統(tǒng)功能組成 ............................................ 30 煙草行業(yè)客戶關(guān)系管理系統(tǒng)功能流程 ............................................ 32 第 4 章 煙草行業(yè)客戶關(guān)系管理系統(tǒng)詳細(xì)設(shè)計(jì) ........................................................ 34 煙草行業(yè)客戶關(guān)系管理系統(tǒng)建模 .............................................................. 34 山東大學(xué)碩士學(xué)位論文 II 煙草行業(yè)電子商務(wù)系統(tǒng)的整體模型結(jié)構(gòu) ........................................ 34 煙草行業(yè)客戶關(guān)系管理整體結(jié)構(gòu) .................................................... 35 煙草行業(yè)客戶關(guān)系管理模塊設(shè)計(jì) .............................................................. 37 差異化管理模塊詳細(xì)設(shè)計(jì) ................................................................ 37 一體化管理模塊詳細(xì)設(shè)計(jì) ................................................................ 48 第 5 章 煙草行業(yè)客戶關(guān)系管理系統(tǒng)實(shí)現(xiàn)與測(cè)試 .................................................... 52 煙草行業(yè)客戶關(guān)系管理系統(tǒng)總體實(shí)現(xiàn) ........................................................ 52 波士頓矩陣分析模塊實(shí)現(xiàn) ............................................................................ 57 波士頓矩陣?yán)碚?.................................................................................. 57 波士頓矩陣模塊分析功能實(shí)現(xiàn) .......................................................... 59 波士頓矩陣模塊預(yù)測(cè)實(shí)現(xiàn) .................................................................. 63 系統(tǒng)測(cè)試 ........................................................................................................ 75 第 6 章 結(jié)論 ................................................................................................................ 79 引文出處及參考文獻(xiàn) .................................................................................................. 80 致謝 .............................................................................................................................. 82 山東大學(xué)碩士學(xué)位論文 III CONTENTS Chinese abstract......................................................................................................... i English abstract ............................................................................................................. iii chapter 1 introduction .................................................................................................... 1 development background for the crm system of tobacco industry ................... 1 the latest state of technology .......................................................................... 2 the main problems need to be resolved in this paper ........................................ 5 the main work of this paper............................................................................ 5 the structure of this paper ............................................................................... 6 chapter 2 the requirement analysis of the crm system of tobacco industry ............. 8 introduction to the crm system of tobacco industry .................................... 8 project background of the crm system of tobacco industry ................. 8 project ment of the crm system of tobacco industry .................. 8 introduction to the whole solution of the emercial system .......... 9 project goal of the crm system of tobacco industry ........................................ 10 the discription of requirement for the crm system of tobacco industry .......... 12 functional requirement .......................................................................... 12 non functional requirement .................................................................. 25 chapter 3 construction design for the crm system of tobacco industry ..................... 26 desing aim and principle for this system......................................................... 26 technology construction design....................................................................... 27 technology construction for the crm system of tobacco industry ......... 27 logical construction for the crm system of tobacco industry ................ 29 functional construction for the crm system of tobacco industry .................. 31 function position of this system ............................................... 31 function flow of this system ............................................................ 33 chapter 4 detail design for the crm system of tobacco industry ................................ 35 system modeling for the crm system of tobacco industry......................... 35 山東大學(xué)碩士學(xué)位論文 IV model structure of this system .............................................................. 35 the whole structure of this system ...................................................... 36 model design of this system ...................................................................... 38 the detail design for the otherness management ................................ 38 the detail design for the integrative management .............................. 49 chapter 5 implement and test for the crm system of tobacco industry................... 53 the whole implement for the crm system of tobacco industry ........................