基于可重构的零售业客户关系管理系统的分析与设计

附任务书,开题报告,外文翻译,及其他过程材料，论文字数:15916,页数:35

摘要
 作为我国经济重要组成部分的零售业，在取得巨大成绩的同时，也面临着诸多的竞争与挑战。目前，越来越多的中国零售业公司已经意识到客户管理系统对于形成自身核心竞争力的重要性，建立和维持良好的客户关系成为企业取得竞争优势的重要基础。
 本文研究了零售业CRM系统的特点和功能，对如何开发基于B/S模式的可重构零售业CRM系统进行了探讨;根据零售业的特点设计了零售业CRM系统的功能模块;介绍Microsoft.NET开发平台，并根据可重构系统需求，给出了基于B/S模式的可重构CRM系统的体系结构。在总体设计方面采用的是模块化思想，将系统划分为多个功能模块，各功能模块相对独立，实现较为方便。本文设计的零售业CRM系统能够帮助中国零售业公司提升客户管理水平和工作效率，具有广阔的市场前景。该课题结合零售业背景，应用可重构技术开发客户关系管理信息系统，因此本文的研究具有一定的理论价值和实际意义。
 

关键词：客户关系管理；零售业；B/S模式；重构

Analysis and Design of Reconfigurable
Retail Customer Relationship Management System
Abstract
 As a very important part of economic field in our country, retailing has made great achievements, but at the same time, it is facing more and more competitions and challenges. Nowadays, more and more Chinese retailing companies have been aware of the importance of Customer Relationship Management for building their core-competence. Building and keeping a good customer relationship is the foundation of enterprises'' predominance in the competition.
 In this paper, analyze the feature and function of the CRM system in the retail enterprises, and how to study and apply the system of CRM based on B/S pattern in retailing are discussed, and then design the function pattern of the system. Design the construction of this CRM system on Microsoft .NET according to the feature of the retailing, propose the construction of this CRM system that based on B/S pattern. And explain those key technologies needed to develop CRM based on the B/S pattern.This system is divided into modules. These modules are independent each other, therefore design of all modules is easy and feasible.
Carrying out the research of reconfigurable CRMS can help Chinese retailing companies to enhance its CRM level and work efficiency. It has vast of market foreground. On the subject of retail background, application of technology development reconstruction CRMS, this study has some theoretical value and practical significance.
 
 
 Key word: Customer Relationship Management(CRM);Retailing;B/S pattern;
 Reconfiguration
 
目录
摘要 I
Abstract II
1 绪论 1
1.1 课题研究背景 1
1.2 研究目的及意义 1
1.3 国内外研究情况 1
1.4 论文组织结构及研究方案 2
2 文献综述 3
2.1 CRM概述 3
2.1.1 CRM的概念 3
2.1.2 CRM的管理思想 3
2.2 可重构基础 4
2.2.1重构的定义 4
2.2.2重构的优点 5
3 系统分析与设计 7
3.1系统的可重构性 7
3.1.1软件系统的可重构性内涵 7
3.1.2零售业CRM系统的可重构性 7
3.2系统分析 9
3.2.1需求分析 9
3.2.2零售业CRM系统的整体功能框架 9
3.2.3零售业CRM系统的具体功能描述 10
3.3系统设计 10
3.3.1设计目标 10
3.3.2数据库设计 10
4 系统关键技术及实现 14
4.1 B/S模式开发平台Microsoft.NET 14
4.1.1 Microsoft.NET的组成部分 14
4.1.2 .NET框架 14
4.2数据库访问技术ADO.NET 16
4.3 AJAX技术 17
4.4可重构零售业CRM系统的实现 17
4.4.1系统开发及运行环境 17
4.4.2系统界面实现 17
5 结束语 21
5.1本文所做的工作 21
5.2本课题的不足之处及关于进一步的研究 21
致  谢 22
参考文献 23
附录A 24
附录B 29