信息管理与信息系统毕业设计(含外文翻译）.doc

毕业设计（论文）说明书 题目： 球迷协会客户关系管理系统的分析与设计 系 名 管理系 专 业 信息管理与信息系统 学 号 6008205202 学生姓名 王聪 指导教师 高天真 2012年 05 月 30 日 摘 要 随着市场体系的逐渐完善，现今已进入了一个买方市场时代。选择空间扩大、购买空间拓宽、消费心态和购买行为愈加成熟，使客户再不会对某一企业或产品盲目的保持绝对的忠诚。如何不断改善客户关系，掌握更多客户信息，提高客户满意度，占有更大市场份额，获取更多利润，这些已成为企业面临的首要问题。作为球迷协会这个特殊群体，进行客户关系管理能充分利用资源，通过交流建立档案和与合作等，可以从中获得大量针对性强、内容具体、有价值的市场信息，包括有关产品特性和性能。销售渠道、需求变动、潜在用户等，可以将其作为企业各种经营决策的重要依据。从的长远利益出发，应保持并发展与的长期关系。过去逐次逐项的谈判交易发展成为例行的程序化交易。随着，一种全新CRM 营销理念正逐渐形成。客户作为一种宝贵的资源纳入到企业的营发展中来。 ABSTRACT As the market system gradually perfect, we have entered a buyers market era. Choose space expand, buy a space to expand, consumption mind and purchasing behavior more and more mature, so that customers will not be in a business or product blind keep absolute loyalty. How to continuously improve customer relationship, master more customer information, improve customer satisfaction, have more market share, obtain more profits, these has become the top issue facing the enterprise. As fans association this special group, conduct customer relationship management can make full use of the fans resources, through the fans exchange, creating fans files and and fans cooperation, etc, can gain a lot targeted, content specific, useful market information, including relevant product characteristics and performance. Sales channel, demand change, potential users, etc. Can be as a business enterprise all sorts of an important basis for decision-making. From the long-term interest of association, the association shall keep and development of long-term relationship with the fans. The more the mutual understanding and trust, the more trade easy to implement, and save the transaction cost and time, from the past of trade negotiations, item by item, successive development of become routine programming trading. All of the enterprise all need to manage their own customer relationships. With the launch of CRM system, a kind of brand-new CRM marketing concept is