专家信息管理系统在CRM中的研究与应用——基于java技术的构架

【作者】 薛静；

【导师】 李伟华；

【作者基本信息】 西北工业大学 ， 计算机应用， 2001， 硕士

【摘要】 本论文的研究课题是“专家信息管理系统在CRM中的研究与应用——基于java技术的构架”。 CRM是客户关系管理(Customer Relationship Management)的英文简称。这是一种以客户为中心的新型管理模式。基于这种客户关系模式开发专家化的信息管理系统，将管理服务工作数字化，利用知识发现中的数据挖掘技术帮助企业确定客户的特点，从而可以为客户提供有针对性的服务，达到客户保持和客户获得。 在课题研究中，我们首先对CRM的理论进行了系统的研究和探讨，然后以CRM为主线基于Java技术设计了专家化的信息管理系统。在结合管理与决策支持系统和数据挖掘理论后，利用分布式的Java技术，设计开发了教育机构的专家人事信息管理系统SPMS。系统采用Browser／Server结构体系，采用多层应用服务模式。系统开发完成后进行了测试，基本能实现预期效果，在管理工作向服务为重点的方向做了有益尝试。更多还原

【Abstract】 The study topic in this thesis is "the study and application of expert information management system into CRM- based on the structure of Java".CRM is the abbreviation of Customer Relationship Management, which is an entirely new management model centered on customer. Therefore it is necessary for the development of an expert information management system; digitizing the managing and the servicing work. The technique of data mining in knowledge discovery can be used to assist the enterprise to identify the characteristics of every customer and to provide them respective service thus to achieve the customer retain and customer gain.Through this thesis, the theories of CRM is first studied and discussed systematically. Following the fundamentals, the expert information management system is designed based on Java aiming at the CRM. After combined the system of management and decision support with the theory of data mining, a specialist personnel management system is developed by taking advantage of Java. The specialist personnel management system (SPMS) makes use of the structure of Browser/Server and deals with teachers’ practical problems. The whole system takes advantage of multi-layered application serving model. The system has been tested after the development and proves functional. The SPMS has made a beneficial try toward the management focused on serving.更多还原