【作者】 田丽；

【导师】 林锦国； 王捷；

【作者基本信息】 南京工业大学 ， 控制理论与控制工程， 2005， 硕士

【摘要】 客户关系管理是一种旨在改善企业与客户之间关系的新型运作机制,它着力于以产品和资源为基础、以客户服务为中心、以赢得市场并取得最大回报为目标,通过信息的有效集成为基础进行的客户快速反应,给予客户一对一、交互式的个性化服务,达到商业过程自动化并改进业务流程。面对新的市场机遇,具有不同资源与优势的企业为了共同开拓市场,共同对付其他的竞争者而形成了建立在信息网络基础之上的共享技术与信息,分担费用,联合开发的、互利合作的虚拟企业。虚拟企业成了21 世纪构建组织以及使组织重获新生的企业模式。同样,虚拟企业也需要客户关系管理,并且比传统企业更为迫切。纵观过去,无论是理论研究还是实际应用研究都只是局限于传统企业的客户关系管理,对新经济条件下产生的多企业合作的虚拟企业客户关系管理涉及甚少;而企业与企业之间建立虚拟企业联盟已经成为时代的必然,因此,研究基于虚拟企业的客户关系管理就成了当务之急。本文研究了跨企业边界的组织模式—虚拟企业的若干定义,分析了虚拟企业产生和发展的背景、虚拟企业的特征,介绍了有关客户关系管理的定义、内涵以及客户关系管理系统的产生和发展。其次,论文着重对基于虚拟企业的客户关系管理XRM 和基于虚拟企业的客户关系管理系统XRMS 展开研究与探讨。首先提出扩展的客户、客户关系定义,并对其特征属性、生命周期作了初步分析。在此基础上,充分运用现代信息技术—网络技术,进行基于虚拟企业的客户关系管理系统的构建。其中,在考虑系统安全性的基础上,运用防火墙技术、虚拟专网技术搭建一个虚拟的企业计算环境。在充分分析了C/S、B/S 结构的优缺点,J2EE 和JSP 技术优势的基础上,结合基于虚拟企业的客户关系管理系统的组建原则,提出采用J2EE 的4 层体系架构,并对其做了具体分析。在系统功能分析中,主要提出基于虚拟企业的客户关系管理系统的两层系统结构,并分析了它的优势所在。最后特别强调了XRMS 构建中的一些关键技术,如虚拟专网技术、电子签名技术、电子合同以及电子招投标等,并通过举例说明,分析了它们在XRMS 中的一些具体应用。更多还原

【Abstract】 Customer relationship management is a new kind of operational mechanism to improve relationships between enterprises and customers. It focus on customer service to conciliate the market and get the most benefit based on products and resources. Through the effective information integration, it carries through clipping customer feedback and gives the customer face-to-face and alternant individuational services for automation and improvement of business processes. Faced with the new market opportunity, enterprises possessed of different resources and predominance build virtual enterprises that are sharing technologies, cost, development and benefits based on information network for exploiting markets and entreating with other competitors. The virtual enterprise becomes the model of enterprises constructing and getting rebirth. Virtual enterprises need customer relationship management as well as traditional enterprises. Furthermore, the requirement looks rather urgent. Making a comprehensive view at the past, not only theory research but also practical research are limited to traditional enterprises’customer relationship management. There is little research to customer relationship management in virtual enterprises born on new economy conditions. But virtual enterprises coming from multi-enterprises have already become the necessity of modern ages. So research about customer relationship management in virtual enterprises will be urgent affairs. In the paper, a few definitions of the organizational model across multi-enterprises, namely the virtual enterprise, its born and development background and characteristics are analyzed. After that, introducing the definition, essence of customer relationship management and the birth, growness of customer relationship management system. Later, paying attention to researching X-relationship management and X-relationship management system based virtual enterprises. At the beginning, put forward extended definitions about customer and customer relationship. Then analyse their characteristic attributes and lifecycles. Upon this, combining with modern information technology, viz. network technology, construct the X-relationship management system based virtual enterprises. Among it, based on system safety, use firewall and virtual private network to build the virtual enterprise compute entironment. After making a full analysis about the structure of C/S and B/S with predominance of J2EE and JSP and combining construction principle of X-relationship management system, put forward adopting four tiers systematic structure of J2EE and make a detailed analyzation. During analyzing systematic function, mains to advance two tiers systematic composition about X-relationship management system and analyse its advantages. At the last of the paper, the stress are some key technologies including virtual private network, electrical signature, electrical contract, electrical bidding etc. Through some examples , explain their applications in XRMS.更多还原