企业客户资源管理____系统设计.doc

企业客户资源管理系统 摘 要 在世界经济一体化的今天，信息技术革命极大地改变了我们的商业模式，尤其对企业与客户之间的互动关系产生了巨大的影响。企业逐渐由原来的“产品”导向型，向“客户”导向型转变。CRM（Customer Ralitiongship Management）客户关系管理已成为企业核心竞争力的关键。 本客户资源管理系统是CRM系统的一个功能模块，主要实现对企业客户的所在地域、客户类别、客户职务、以及客户与企业之间的商业往来进行系统的管理的目的，便于企业查询和CRM其他模块的调用。 本系统的开发是采用先进的三层C/S体系结构，数据库管理系统采用Microsoft SQL Server 2000系统，客户端程序开发工具为面向对象程序设计语言Visual Basic6.0，系统界面设计简单、直观，保证了系统良好的兼容性、灵活性、易操作性和可扩展性。 总体来说，本文以系统设计和实施为主，但兼顾整体性。在本文绪论部分即对本文主体CRM的产生、发展作了简要的介绍，重点阐述了CRM的内涵、应用及发展现状，比较说明了CRM与ERP的关系，以这些理论为基础，读者更容易理解本客户资源管理系统的开发主旨、意图及系统实现的目标。 关键词　客户资源管理系统，客户关系管理，三层C/S体系结构 Enterprise Customer Resource Management System Abstract Today，the economic turns integral in the whole world，and the revolution of information technique make the business model changed greatly. Especially，the interaction relation produced influence enormously which is between customer and business enterprise. The enterprise turned its mode that is oriental-production to oriental-custom. CRM has been the key of the core competencies in enterprise. This Customer Resource Management system is a function mode, which is to implement the item such as where the customs come from 、custom classificatory、custom headship and business exchanging between custom and enterprise,to make enterprise inquiry and applied with other function mode from CRM easilier. This system uses the advanced three layer C/S system construction. Database Management System use Microsoft SQL Server 2000 system, client program development tools is oriental object language Visual Basic 6.0, the interface is simple, agility, easily operation and expandsibity. In short, my study focus on system designing and carring into excution, also look after the whole. In the first part of discourse introduct creation、development simply, and focus on the content of CRM, application and development ,explain the relationship between CRM and ERP, base on these theoretics, the readers can easlier to understand the exploiture purpose and goals. Keywords　Enterprise Customere Resource