【作者】 陈国华；

【导师】 章义来；

【作者基本信息】 景德镇陶瓷学院 ， 机械设计及理论， 2010， 硕士

【摘要】 世界经济正朝着全球一体化的方向迅猛发展,市场竞争日趋激烈。随着企业之间逐渐从过去的产品竞争转变为客户竞争,为获取更大的市场份额和广阔的市场前景,赢取客户、获得客户信赖成为企业考虑的核心问题。如何实现对客户信息这一企业重要资源的有效管理成为企业的迫切需求,客户关系管理CRM正是在此背景下应运而生。ASP是美国于1999年推出的一种新的电子商务模式,伴随网络的发展它已被公认为未来企业信息化的主要解决方案之一。基于ASP服务平台的CRM就是通过ASP模式独特优越性与客户关系管理系统的结合来提供客户关系管理应用服务。本文对ASP模式的服务内容、服务模式及其特点进行了分析,提出了CRM系统的功能模块和基于三层架构的系统体系结构。着重分析并研究了基于XML的信息集成和共享技术,设计了包含信息集成中间件层和包装容器层的信息集成和共享模块。利用Web Services技术定义良好的接口并提供Web服务调用功能,以满足异构系统的集成和CRM的快速更新扩充的现实需求。对客户关系管理系统和企业资源计划的整合进行了详细的探讨,提出了相应的的集成技术和集成途径,以实现二者的无缝对接。为了解决CRM系统的数据不一致问题,利用复制机制和数据同步技术实现系统的数据协同。最后根据中小企业的实际需求对系统进行了设计和实现。本客户关系管理系统在提升客户价值方面具有广阔的应用前景,为中小企业指明了发展方向,对提高中小企业的竞争优势具有重要意义。更多还原

【Abstract】 The world economy makes rapid progress in globalization and the market competiton is fierce.With the competition between the enterprises changes gradually from product to customer and to purchase greater market share and broader maket prospect,how to have customers’faith becomes the core question of enterprises.How to effectively manage customer information which is an essential enterprise resource becomes an urgent requirement of enterprises.CRM-Customer Relation Management is regarded as one of the solutions for this aboved problem.As a new electric business model which was introduced in US in 1999, ASP is already regarded as one of the main solutions for the future enterprise infomationization with the development of Internet. CRM application service system based on ASP service platform provides customer relation management application service by the combination of CRM system and the particular advantages of ASP model.This paper analyzes the service contents,service model and particularities of ASP model, bring forward the functional module of CRM system and three-layer-based system architecture.Take great research in information intergrating and sharing technology based on XML,designes information intergrating and sharing module including information intergration middleware layer and wrapper layer.Define good interface and provide Web service function with Web services technology to meet the requirements of heteromerous system intergration and CRM system update.Discuss in details the intergration of CRM and ERP,bring forward the intergrating technologies and channels to realize their seamless linkage.To resolve the data unconsistency question of CRM system,replication mechanism and data synchronization are introduced to realize data cooperation.Finally designes and realizes the CRM system according to small and medium-sized enterprises’actual requirements.The CRM system has wide application prospects in elevating the customer value .It points out the direction of development and has great help to enlarge competition advantage of small and medium-sized enterprises.更多还原