【正文】 所有這些數(shù)據(jù)從結(jié)構(gòu)上看是相對(duì)獨(dú)立的 ,因此不利于決策層進(jìn)行全面 的分析和查詢。針對(duì)現(xiàn)有各業(yè)務(wù)系統(tǒng)的數(shù)據(jù)，進(jìn)行抽取，清理，并有效集成，按照主題進(jìn)行組織。數(shù)據(jù)倉(cāng)庫(kù)的數(shù)據(jù)主要是為信息分析和管理決策服務(wù)的，需要長(zhǎng)期積累。一些商業(yè)規(guī)則被封裝在中間層，不同的客戶端可以共享一個(gè)中間層，而不需每個(gè)客戶程序單獨(dú)地實(shí)現(xiàn)商業(yè)規(guī)則，從而減少了冗余和維護(hù)開銷。 多層體系結(jié)構(gòu)的概述 Delphi提出的 MIDAS（ MultiTier distributed Application Services Suite 多層分布式應(yīng)用服務(wù)器組），是把原來(lái) Two Tier 數(shù)據(jù)連接放到了服務(wù)器端的 COM 組件上，客戶端只剩下了執(zhí)行文件和，前臺(tái)和服務(wù)器上的 COM 組件，通過(guò) DCOM機(jī)制互相溝通。當(dāng)用戶發(fā)信時(shí)，首先客戶端會(huì)與服務(wù)器建立 Socket 連接。從圖中可以看出客戶抱怨查詢分為兩種：一種是查詢一定時(shí)間內(nèi)的抱怨；一種是按按類型查詢。 在 Delphi 眾多的優(yōu)勢(shì)當(dāng)中，它在數(shù)據(jù)庫(kù)方 面的特長(zhǎng)顯得尤為突出：適應(yīng)于多種數(shù)據(jù)庫(kù)結(jié)構(gòu)，從客戶機(jī)／服務(wù)機(jī)模式到多層數(shù)據(jù)結(jié)構(gòu)模式；高效率的數(shù)據(jù)庫(kù)管理系統(tǒng)和新一代更先進(jìn)的數(shù)據(jù)庫(kù)引擎；最新的數(shù)據(jù)分析手段和提供大量的企業(yè)組件。下面是 CRM系統(tǒng)中客戶信息的 DDL代碼。例如客戶表中，客戶 ID為主鍵，車輛表中，車牌號(hào)碼是主鍵，主鍵必須是唯一的，不能重復(fù)。包括的數(shù)據(jù)項(xiàng)有用戶名、登錄口令、登錄權(quán)限。這種工程化的規(guī)范設(shè)計(jì)方法是目 前設(shè)計(jì)數(shù)據(jù)庫(kù)最實(shí)用的方法。 關(guān)系數(shù)據(jù)流程圖用于描述本系統(tǒng)模塊和其他系統(tǒng)模塊相互之間的數(shù)據(jù)傳輸以及本系統(tǒng)模塊的范圍和邊界。 支持層是指 CRM 系統(tǒng)所用到的數(shù)據(jù)倉(cāng)庫(kù)平臺(tái)、操作系統(tǒng)、網(wǎng)絡(luò)通信協(xié)議等 , 是保證整個(gè) CRM系統(tǒng)正常運(yùn)作的基礎(chǔ)。 在企業(yè)中，對(duì) CRM有著強(qiáng)烈需求的部門是市場(chǎng)、 維修和客服中心幾個(gè)部門。企業(yè)首先把 CRM 作為企業(yè)的管理策略來(lái)進(jìn)行研究和咨詢 , 才會(huì)起到事半功倍的效果 , 策略的核心目的就是要識(shí)別、發(fā)展和維護(hù)企業(yè)的重要客戶。 如果買車又需要打零售商的電話號(hào)碼 。這些資源不易流動(dòng)、不易被復(fù)制、交易頻率低 , 其他企業(yè)不容易從市場(chǎng)中得到 , 具有相對(duì)的壟斷作用 , 可以產(chǎn)生一定的壟斷優(yōu)勢(shì)。 利用整合優(yōu)勢(shì)，資源共享，優(yōu)勢(shì)互補(bǔ)， 可 為 電力系統(tǒng)的 廣大用戶提供 高質(zhì)量的服務(wù) ，為企業(yè)做大做強(qiáng)和企業(yè)走向持續(xù)發(fā)展的道路奠定了扎實(shí)基礎(chǔ)。 關(guān)鍵詞 ：客戶關(guān)系管理 系統(tǒng)分析 數(shù)據(jù)建模 數(shù)據(jù)挖掘與數(shù)據(jù)倉(cāng)庫(kù) 三層體系 Abstrct Abstract Customer, in today vigorous buyer’s market petition, Customer Relationship Management (CRM) is critical to the success of a business, the core of the Customer Relationship Management system (the brief name is CRM) is take the customer as the center.Recent work in CRM has focused on the mining of customerrelated data and the construction of customer behavior models. Effective CRM increases profits in six ways: lowering customer recruiting costs, dissipating customer recruiting needs, reducing cost of sales, increasing customer profitability, increasing customer retention and loyalty, and evaluating customer profitability. The automobile enterprises are facing with a new task in customer management innovation with the appearance of CRM. The basic conception of CRM and its necessity to automobile enter rises are into reduced. The characteristics of practical application of CRM are analyzed. A model of CRM in automobile enterprises is constructed. And the author pays much attention to the systematic architecture and work structure of the system, as well as three other subsystems: customer sales management, marketing control, and support and service management. Finally discuss the application of the Data Warehousing and Data Mining in the CRM. Keyword: Customer Relationship Management, System Analysis, Database Modeling, Data Warehousing and Data Mining, Multitude Distributed Application Services Suite 目錄 摘 要 ............................................................................................................................................ Ⅰ Absract........................................................................................................................................... Ⅱ 第一章 緒論 ................................................................................................................................. 1 . 課題的背景及意義 ......................................................................................................... 1 . CRM 的概述 .................................................................................................................. 1 . 基于 汽車 4S 體系的 CRM 系統(tǒng)的現(xiàn)狀與發(fā)展 .................................................................. 2 . 本課題主要研究的任務(wù) .................................................................................................. 3 第二章 CRM 系統(tǒng)分析 .................................................................................................................. 4 . 實(shí)施 CRM 的管理策略 ................................................................................................... 4 . CRM 系統(tǒng) 分析 ............................................................................................................... 4 需求分析 ............................................................................................................... 4 功能結(jié)構(gòu)分析 ........................................................................................................ 5 數(shù)據(jù)流程分析 ........................................................................................................ 6 第三章 CRM 系統(tǒng)數(shù)據(jù)庫(kù)設(shè)計(jì) ...................................................................................................... 9 . SQL Server 2021 的選擇 .................................................................................................. 9 . 數(shù)據(jù)庫(kù)設(shè)計(jì)概 述 ............................................................................................................. 9 數(shù)據(jù)庫(kù)需求設(shè)計(jì) .................................................................................................... 10 數(shù)據(jù)庫(kù)概念設(shè)計(jì) .................................................................................................... 10 數(shù)據(jù)庫(kù)邏輯設(shè)計(jì) .................................................................................................... 11 數(shù)據(jù)庫(kù)物理設(shè)計(jì) .................................................................................................... 12 數(shù)據(jù)庫(kù)結(jié)構(gòu)的實(shí)現(xiàn) ................................................................................................. 13 第四章 CRM 系統(tǒng)的實(shí)現(xiàn)技術(shù) ...................................................................................................... 15 . CRM 系統(tǒng)開發(fā)過(guò)程中使用的 軟件 和方法 ........................................................................ 15 Delphi的選擇 .......................................................................................................... 15 . CRM 系統(tǒng)的實(shí)現(xiàn) ........................................................................................................... 15 用戶登陸界面 .......................................................................................................... 15 系統(tǒng)主界面 ............................................................................................................. 17 客戶抱怨查詢界面 ......................................