精品资料推荐 精品资料推荐 摘 要 随着经济全球化的到来和市场经济的不断深化，中国市场发生了巨大的变化，企业的 经营管理逐渐由以“产品为中心”向“以客户为中心”转化，以“注重成本的控制”向 “注重提高客户的满意度”转化，客户成为企业最重要的资源。 “以客户为中心”的经营理 念已成为企业的经营的准则和生存之道。 面对愈演愈激烈的市场竞争, 如何稳定老市场、开拓新市场已经成为企业各层管理者 的中心工作, 市场营销首当其冲成为企业的工作重点。 CRM 是客户关系管理(Customer Relationship Management)的简称，是一种全面的管理 和技术方法。它可将企业业务中与各个客户接触的各个方面无缝整合在一起，包括市场、 销售、客户服务以及专业支持等各方面内容。CRM充分利用Internet带来的革命性的影响， 将企业中的人、业务流程、技术整合在一起， 目标的核心是满足客户的需要。CRM的实施 使企业从和他们的客户的关系中带来长久的互动的收益，它通过将人力资源、业务流程与 专业技术进行有效的整合，最终为企业涉及到客户或消费者的各个领域提供了完美的集成， 使得企业可以更低成本、更高效率地满足客户的需求，并与客户建立起基于学习型关系基 础上的一对一营销模式。 本系统采用Microsoft Visual Studio .NET平台和 Microsoft SQL Server 2000数据服务器 来构建整个框架，并使用了XML标准。介绍了CRM客户关系管理国内外现状，详细地说明 了.NET技术及它的未来发展方向，讨论了. NET平台在数据库应用系统的设计方式，以 CRM客户关系管理系统结构-C/S结构为主题，详细地说明了市场营销系统的设计及开发过 程，以及一些个人经验。 关键词关键词：客户关系管理系统 Microsoft Visual Studio .NET Microsoft SQL Server 2000 XML 精品资料推荐 Abstract Along with the economical globalization and the market economy unceasing deepening, the Chinese market has had the huge change, enterprises management gradually take the product as the center to the customer as the center, enhances the customer by the attention cost control to the attention the degree of satisfaction, the customer becomes the enterprise most important resources. Take the customer as the center the management idea has become the enterprise the management criterion and the survival road of facing develops the more intense market competition. How did the stable old market, develop the new market already to become the enterprise each superintendents main task. The market marketing bears the brunt into enterprises work key. CRM is the customer relationship management abbreviation, is one kind of comprehensive management and the technical method. It contacts the enterprise service in and customer contacts aspect seamless conformity in the same place, including the market, the sale, the customer service, the specialized support and various aspects content. CRM fully the revolutionary influence which brings using Internet, enterprises in people, the service flow the technical conformity in the same place, the goal core is satisfies the customer the need. The CRM implementation causes the enterprise brings the long-time interaction from and theirs customer relations the income, it through the human resources, the service flow and the specialized technology carries on the effective conformity, finally involved for the enterprise to the customer or consumers each domain has provided the perfect integration, caused the enterprise to be possible the low cost, a higher efficiency to satisfy the customer the demand, and with the customer establishment based on a study relations foundation in pair of marketing pattern. This system uses the Microsoft Visual Studio .NET platform and the Microsoft SQL Server 2000 data server constructs the entire frame, and has used the XML standard. Introduced the CRM customer relations manages the domestic and foreign present situations, in detail explained the technology and its future development direction, discussed the platform in the database application system design way, take the customer relations management system management system structure as the subject, in detail explained the market marketing system design and the performance history, as well as some individual experiences. Key Words: Customer Relationship Management Microsoft Visual Studio .NET Microsoft SQL Server 2000 XML 精品资料推荐 目 录 第一章第一章 概概 述述.1 1 一、背景介绍.1 （一）CRM 盛行背景.1 （二）CRM 的现状和本课题的来源.2 （三）CRM 定义.2 第二章第二章 .NET.NET 技术介绍技术介绍 .4 4 一、VS.NET 介绍 .4 二、VS.NET 框架 .4 三、VS.NET 平台 .5 (一)界面（区别于 VB6）.6 (二) 隐藏工具框 .6 (三) 卡式子窗口（Tabbed Child Window） .6 (四) 任务列表（Task List） .6 (五) 方案资源管理器（Solution Explore） .6 (六) 属性框（Properties） .7 (七) 窗体布局工具条（Form Layout） .7 四、VS.NET 未来 .7 第三章第三章 系统需求与分析系统需求与分析.8 8 一、需求分析.8 二、制订完整的系统规格.8 三、系统体系结构设计.9 四、系统模块分析.10 五、系统功能分析详细设计.