【作者】 廖云；

【导师】 高辉； 谭树成；

【作者基本信息】 电子科技大学 ， 软件工程（专业学位）， 2013， 硕士

【摘要】 物流的本质是服务，然而当前我国物流企业服务质量不高导致客户流失严重并最终给企业带来巨大的损失。面对日益激烈的市场竞争，提高客户满意度、保持客户忠诚度逐渐成为了国内物流企业关注的热点，不少企业已经展开了向“以客户为中心”的模式转移，而客户关系管理(Customer Relationship Management, CRM)由于在这场模式转移中所发挥的重要作用而受到广泛关注。另一方面，信息技术对于现代企业经营的支撑与推动作用也已毋庸置疑。因此，设计符合物流行业客户关系管理业务特点的CRM系统具有重要的理论价值与广阔的应用前景。论文以物流行业客户关系管理系统为研究对象，从物流行业客户关系管理的业务特点出发，结合对标准的开发平台框架以及关键技术的研究与使用，完成了一套可应用实施的CRM系统解决方案。首先，论文在对相关系统实现技术进行研究的基础上，对所使用的ASP、数据库、B/S架构进行了简要介绍；接着在对已有CRM系统实现充分研究的基础上，总结了CRM系统开发的原则与方法，并指出了本文所使用的分析设计方法以及开发环境；以此为基础，结合重庆耐德工业股份有限公司的实际需求，设计了一套基于ASP平台的物流客户关系管理系统，其主要分析设计内容包括：1.系统软硬件需求分析2.系统总体设计3.系统各模块详细设计4.数据库设计5.算法设计6. SRA认证信息设计；最后，论文对主要模块的系统实现进行了详细介绍，并基于相关测试对系统进行了客观的分析评估。SRA认证信息是本系统一大特点，有效的保证了系统软件的安全性能。更多还原

【Abstract】 The essence of logistics is services, which covers different stages ofmanufacturering. However, the bad customer service quality in China eventuallyresulted in a huge of losses to many enterprises. At the pressure of increasingly fiercecompetition, improving customer satisfaction and Customer loyalty has become a focusof attention in the domestic logistics enterprises, so many companies have started a"customer-centric" mode transfering, in which customer relationship management(Customer Relationship Management, CRM) will play an important role. On the otherhand, the importance of information technology for the suportting and promotingmodern enterprises is no doubt. Therefore, designing a CRM system meeting therequirements of the logistics enterprises has important theoretical value and broadapplication prospects.Based on the reserch of CRM system in the logistics areas, as well as thecharacteristics of customer relationship management in this field, combined with thereserch of the standard software development framework and technology, this papercompleted a set of application solutions of CRM system. Firstly, ASP, database and B/Sarchitecture are introduced based on the relevant technology reserch. Then theprinciples and methods in the softwere development of the CRM system aresummarized, while designing methods and developping environment in this paper arepointed outed. Combining the actual needs of Chongqing Snyder Co. Ltd., this paperdesigned a set of ASP-based platform of customer relationship management in logisticsareas, which covered analysising the requirements of hardwares and softwares, theoverall design of the system, the detailed design of each module and database relatingdesign. Finally, the implementation of the main modules of the system were describedin detail, and objective analysis and evaluation were got through testing. The SRAalgorithm is the most important characteristics which enhance the secure of oursoftware.更多还原