客户关系管理信息系统开发详解.doc

摘 要 随着信息社会的不断进步，经济和科技工作者的飞速发展，网络技术与计算机软件技术已经愈来愈广泛地应用到企业的各个方面。科技的发展、时代的进步，市场经济的竞争也越发激烈与残酷，在竞争中客户作为市场的最最要的资源，早已成为市场营销的核心，企业间谁拥有的客户多，谁就在竞争中占有绝对的优势。在市场经济竞争如此激烈的环境之下，企业要想立于不败之地，就必须和与之生存发展息息相关的客户，建立起良好的关系，在现有客户资源的基础之上，维护好和老客户的关系，并且不断的发展新的客户，用企业高品质的产品、优质的服务、良好的信誉树立企业在客户心目中的良好形象；并以客户需求为己任，不断的创新与发展自身的产品，以满足客户新需求，并规范企业内部的客户资源的管理方式、提升企业的客户服务质量。 CRM是（客户关系管理）是一项综合的IT技术，也是一种新的运作模式，它源于“以客户为中心”的新型商业模式，是一种旨在改善企业与客户关系的新型管理机制。客户关系管理是一套先进的管理模式,其实施成功，要有强大的工具和技术支持。CRM 软件是实施客户关系管理必不可少的一套技术和工具集成支持平台。本文介绍了Internet环境下，商业模式ASP的基本概念、基本特点等。同时也介绍了本系统的运行环境和开发工具。本文重点论述和分析了客户关系管理系统的各个模块的设计方案、软件实现以及技术要点。本课题是建设一个客户关系管理系统，销售人员或管理者可以登陆系统，并通过各自的帐号，分不同的权限来管理个人或整个企业的客户关系，包括销售自动化、进销存、服务自动化、办公等功能模块。 关键词：客户资源 　新型管理　CRM ASP Abstract With the development of information society, the rapid development of economy and science and technology, network technology and computer software technology has been more and more widely applied to all aspects of the enterprise. The development of science and technology, the progress of the times, the market competition becomes more and more fierce and cruel, in the competition as the markets best customers the most to the resources, has become the core of marketing, enterprise customers who have multiple, who is in competition in the possession of absolute advantage. In market economy competition so intense environment, the enterprise wants to remain invincible, must with the survival and development of the customers, to establish a good relationship, the current customer resource basis, maintaining good relationships with old customers, and continuous development of new customers, with high-quality products, quality of enterprise service, establish a good reputation of the enterprise in the minds of customers a good image; and to customer demand for its own responsibility, continuous innovation and development of their own products, to meet customer demand for new, and internal customer resource management, improve the quality of customer service. CRM ( Customer Relationsh