以呼叫中心应用为导向的CRM系统分析设计与实现

【作者】 姜鑫；

【导师】 徐迎晓； 钱乐秋；

【作者基本信息】 复旦大学 ， 软件工程， 2009， 硕士

【摘要】 上世纪八九十年代以来,IT信息化的步伐不仅促进了整个社会信息的流动与资源的整合,更促使新的商业理念不断发展,创造出以往未有的效率,为企业和整个社会创造出更多的价值。近年来,客户关系管理——即CRM,已经成为全球企业界关注的焦点。同时,随着呼叫中心(Call Center)技术的不断发展,CRM的理念也被不断的挖掘创新,发挥出更大的作用。可以预见,随着IT技术的不断变革,以呼叫中心应用为导向的CRM必将大放异彩。然而,对CRM理解的不到位,造成了许多企业不必要的损失。很多CRM系统的实施存在问题,甚至是失败的。一个合适的、真正符合CRM理念的系统,是每个企业所希望得到的,而这一系统并不一定需要非常复杂和面面俱到。在简明的核心架构上提供标准化的接口,以便与呼叫中心或者ERP、MRP等系统进行整合,将是更佳的选择。本文以这一理念为基础,试图通过UML建模剖析出以呼叫中心应用为导向的CRM系统的核心结构和流程,细分企业客户和个人客户,通过商机状态简化流程,基于过滤器模式加强系统安全性,以比较新颖的地理信息数据库作为基础拓展数据挖掘方式,最后通过PHP下的框架Symfony进行实现,并使用Ajax和缓存技术改善系统细节,希望能够为其它类似系统的开发带来一些帮助,使得中国企业,尤其是中小企业的CRM系统开发和应用能够更加符合实际,为企业带来竞争力。更多还原

【Abstract】 Since 1980s last century,the development of IT informationization has not only promoted the exchange of public information and the integration of resources,but also accelerated the development of new business ideas.It generates the efficiency that has never been achieved and creates more values for both enterprises and the society.Recently,Customer Relationship Management,called as CRM,has become the focus of global business community.Furthermore,with the development of Call Center technology,the application of CRM has been mined deeper, generating much more values for enterprises.It can be foreseen that with the evolution of Information Technology,Call-Center-oriented CRM will for sure play a great role in the future.However,due to the incomprehensive understanding of CRM,a lot of enterprises suffered unnecessary losses.Many CRM systems’ implementation has problems,if it is not a failure.A system that is suitable to the enterprise and in line with the CRM concept,which is not necessary to be complicated,is the desire of each enterprise.It will be even better if the system can provide a standardized interface to integrate with Call Center,ERP or MRP system in a simple core infrastructure.Based on this idea,through the UML modeling analysis,this thesis aims to design the core infrastructure and business flow of Call Center application oriented CRM system and try to programme them under PHP framework-Symfony.It analysis the difference and connection between corporate customers and individual customers,use business chance status to streamline processes,enhance security with filter chain method, expand data mining with geographic database,improve performance using use of Ajax and caching technology.This thesis hopes to bring valuable insights for those who develop similar systems,help Chinese enterprises, in particular,small and medium-sized companies get more competitive in CRM applications.更多还原