汽车企业CRM系统研发设计与实现.docVIP

摘要 当前我国各个汽车企业的销售利润日趋下降，为了在市场占据一席之地，汽车企业经销商的经营模式需要从以往以汽车产品为中心转向以汽车客户为中心，关键问题是如何抓住客户、留住客户，提高客户对汽车企业的满意度；以及把企业有限的资源投入到最有潜质最有价值的那部分客户身上。随着客户关系管理理论的不断发展和计算技术的进步，使得分析型CRM系统对汽车企业的经营显得尤为重要。为此，本文结合国内汽车企业的特点以及汽车客户的消费特征，设计了一套基于J2EE的汽车企业的CRM系统，对汽车企业的客户关系管理方面具有一定的参考价值。 本文的主要工作有： （1）从汽车企业的客户关系管理的实际出发，并结合该项目实施期间对国内部分汽车企业的实地调研情况，提出了基于J2EE技术的汽车企业的客户关系管理信息系统设计方案。 (2)研究了建立信息系统的基础技术，构建了系统的逻辑结构，提出了切实可行的系统物理模型。 开发原则，以系统分析、数据结构设计、三层结构的系统设计以及系统功能上的实现为主流程。开发流程中的关键步骤ABSTRACT Our country on the current each enterprise car sales profit decline day by day, in order to occupy a space for one person in the market, automobile enterprises distributors operating mode from the previous car need to product-centric to customer as the center, the key problem is how to seize the customers, retain customers, improve customer satisfaction on the automobile enterprises; and the limited resources of enterprise investment to the most potential most valuable customer on that part of the body. Customer relationship management theory development and advances in computing technology, which makes the analysis of CRM system in automobile enterprise management appears particularly important. Therefore, combined with the domestic automobile enterprises and the characteristics of customer consumption characteristics, design a set of automobile based on J2EE enterprise CRM system, the automobile enterprises customer relationship management has a certain reference value. The main works of this paper as belows: (1) From the car to the customer relationship management is actual set out, combine the project implementation period of domestic automobile enterprises field investigation, proposed based on J2EE technology for automotive enterprise customer relationship management information systems design. (2) Studied the establishment of customer relationship management information system based on technology, constructing the system of car company CRM logical structure, put forward the feasible system physical model. (3) Of