【正文】 lysis of experimental results Key words: Web ； CRM System ； Relationship ； Customer relationship management system 目錄 目 錄 第一章 緒論 ..................................................................................................................................................................... 1 研究的目的和意義 ............................................................................................................................................. 1 CRM 研究動態(tài)分析 .............................................................................................................................................. 1 CRM 的誕生 .................................................................................................................................................. 1 CRM 的國內(nèi)外研究動態(tài) ............................................................................................................................ 3 CRM 的發(fā)展與分化 ..................................................................................................................................... 5 本論文的主要工作 ............................................................................................................................................. 5 論文的組織架構(gòu) .................................................................................................................................................. 6 第二章 客戶關(guān)系管理的相關(guān)基礎(chǔ) ............................................................................................................................. 7 客戶關(guān)系管理概述 ............................................................................................................................................. 7 客戶關(guān)系管理的定義 ............................................................................................................................... 7 客戶關(guān)系的關(guān)鍵思想 ............................................................................................................................... 8 客戶關(guān)系的主要內(nèi)容 ............................................................................................................................... 9 客戶關(guān)系管理核心技術(shù)及流程 ..................................................................................................................... 10 客戶關(guān)系管理的核心技術(shù) ....................................................................................................................10 Web 技術(shù) ................................................................................................................................................. 10 Web service 平臺 ..................................................................................................................................... 10 企業(yè)應(yīng)用集成（ EAI）技術(shù) .................................................................................................................. 11 客戶關(guān)系管理的業(yè)務(wù)流程及重組 .......................................................................................................12 WEB 服務(wù)簡介 ...................................................................................................................................................... 13 Web 服務(wù)概述 ...........................................................................................................................................13 Web 服務(wù)的類別 .......................................................................................................................................14 服務(wù)的架構(gòu)與模型 ............................................................................................................................14 微軟 .NET 簡介 ................................................................................................................................................... 15 .NET 簡介 ..................................................................................................................................................15 .NET 框架 ..................................................................................................................................................17 本章小結(jié) ............................................................................................................................................................. 19 第三章 基于 WEB 的客戶關(guān)系管理系統(tǒng)需求分析及設(shè)計 ...................................................................................20 客戶關(guān)系系統(tǒng)需求分析 ................................................................................................................................... 20 總體目標(biāo)及應(yīng)用背景分析 .....................................................................................................................20 功能需求分析 ..........................................................................................................................................20 管理 客戶信息 ......................................................................................................................................... 20 客戶銷售管理 ....................................................................................................................................... 23 客戶服務(wù)與支持管理 ........................................................................................................................... 24 數(shù)據(jù)庫及網(wǎng)絡(luò)支撐 ............................................................................................................................... 24 基于 Web 的客戶關(guān)系管理系統(tǒng)可行性分析 .....................................................................................24 研究目標(biāo)與目的 ................................................................................................................................... 24 面臨的主要關(guān)鍵問題 ............................................................................................................................ 25 擬采用的技術(shù)路線與解決方案 ............................................................................................................ 25 客戶關(guān)系系統(tǒng)設(shè)計 ....................................