内容摘要：企业要在激烈的市场竞争中立于不败之地，就必须找一种全新的
管理理念和管理手段，对其内部和外部资源进行有效的整合。新一代ERP产品正在向客户端和供应端延伸，客户端的延伸即是客户关系管理。对于每个企业来说客户管理的完善程度将直接影响企业的经济效益。本文介绍了客户关系管理系统（CRM）的基本概念，通过具体实例介绍了客户关系管理软件（CRM）的设计和开发方法。实现了采用CS模式的客户关系管理系统的基本模块，即基本信息管理模块,己方信息管理模块，统计分析模块，用户管理模块，帮助信息模块等。着重讨论了用C#与SQL Server开发信息管理软件的方法及一些相关技术。
关键词：客户管理系统 C# SQL Server
Abstract: Enterprises, which want to put themselves in an invincible position must find out a new management concept and management approaches, and effectively integrate its internal and external resources. A new generation of ERP product extends to the client side and the supply end, client side extension is the customer relations management. Each enterprise customer management perfect degree directly affects the economic efficiency. The basic concept of Customer Relationship Management System has been introduced in this article. Through the concrete example, it introduces the design and the method of development customer relationship management software (CRM).The basic module of CRM has been realized using the CS pattern, which includes basic information management module, own information management module, statistical analysis module, the user management module, help module and so on. The method and some related technologies of development management information system using the C# and SQL Server are emphatically discussed.
Key words: Customer Management System C# SQL Server
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目 录
一、系统概述 ······························································································································· 4 （一）CRM的概念 ······················································································· 4 （二）系统背景介绍 ····················································································· 4 （三）项目提出的意义 ·················································································· 5 （四）相关技术及工具介绍 ··········································································· 5 二、需求分析 ······························································································································· 9 （一）可行性分析 ························································································· 9 （二）数据库需求分析 ················································································ 10 （三）系统功能需求分析 ············································································ 10 三、系统设计 ····························································································································· 10 （一）系统总体设计 ··················································································· 10 （二）系统功能总体设计 ············································································ 12 （三）界面设计 ··························································································· 13 （四）数据字典 ··························································································· 14 四、系统详细设计 ···················································································································· 16 （一）主要功能模块详细设计 ····································································· 16 （二）数据库结构设计 ················································································ 20 五、系统实现 ····························································································································· 25 （一）运行环境 ··························································································· 25 （二）登陆界面 ··························································································· 26 （三）系统主界面 ······················································································· 26 （四）区域信息管理 ··················································································· 27 （六）竞争对手信息 ··················································································· 34 （七）客户级别分析 ··················································································· 39 （八）客户来源分析 ··················································································· 40
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（九）修改密码 ··························································································· 42 六、系统测试 ····························································································································· 43 （一）软件测试的意义 ················································································ 43 （二）软件测试的重要性 ············································································ 43 （三）软件测试的范围 ················································································ 44 （四）软件测试的方法 ················································································ 44 （五）软件测试的目的和原则 ····································································· 44 七、总结 ······································································································································ 45 参考文献 ······································································································································ 46 致 谢 ··········································································································································· 48
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贸易公司客户关系管理系统的设计与实现
一、 系统概述
（一）CRM的概念
CRM是Customer Relationship Management的缩写，即客户关系管理，简单定义，CRM就是一个获取、保持和增加可获利客户的过程。CRM其实是一个管理学上的概念，是一种管理理念。首先是一套先进的管理思想及技术手段，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，从而让企业可以最大程度的提高客户满意度及忠诚度，挽回失去的客户，保留现有的客户，不断发展新的客户，发掘并牢牢地把握住能给企业带来最大价值的客户群。CRM的核心内容主要是通过不断的改善与管理企业销售、营销、客户服务和支持等与客户关系有关的业务流程并提高各个环节的自动化程度，从而缩短销售周期、降低销售成本、扩大销售量、增加收入与盈利、抢占更多市场份额、寻求新的市场机会和销售渠道，最终从根本上提升企业的核心竞争力，使得企业在当前激烈的竞争环境中立于不败之地。CRM将先进的思想与最佳的实践具体化，通过使用当前多种先进的技术手段最终帮助企业来实现以上目标。
CRM在整个客户生命周期中都以客户为中心，这意味着CRM将客户当作企业运作的核心。CRM简化了各类与客户相关联的业务流程（如销售、营销、服务和支持等）并将其注意力集中于满足客户的需求上。CRM还将多种与客户交流的渠道，如面对面、电话接洽以及Web访问等方式融合为一体，这样，企业就可以按照客户的喜好使用适当的渠道及沟通方式与之进行交流，并能从根本上提高员工与客户或潜在客户进行交流的有效性。CRM可改善员工对客户的反应能力并对客户的整个生命周期有一个更为全面的了解。与企业ERP系统直接集成在一起的CRM解决方案使得企业可通过一个闭环式的定义明确的步骤和流程来满足客户的需求， 因而可以更好地抓住潜在客户和现有客户。
（二）系统背景介绍
以客户为中心，让客户成为朋友是本客户管理系统所追求的境界，本客户管理系统通过对用户信息资源的整合，在公司内部达到资源共享，从而为客户提供
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更快速周到的优质服务，吸引和保持更多的客户；通过对业务流程的重新设计，更有效地管理客户关系，降低企业营销管理成本。因此，成功的客户管理系统实施是系统资源和企业文化两方面的，只有这两方面同时满足，才能达到增加企业盈利和改善客户关系这一投资最优化效果。
随着电子计算机和通信技术的发展，人类已经逐渐地进入信息化社会。信息和材料、能源一样成为一种社会的基本生产资料，在人类的社会生产活动中发挥着重要的作用。同时人们对信息和数据的利用与处理也已进入自动化、网络化和社会化的阶段，因此，开发相关的管理信息系统已经成为各行各业的必要和必需了，管理信息系统作为一门边缘学科，集管理科学、信息科学、系统科学、现代通信技术和电子计算机技术于一体，可以解决企业或组织所面临的问题，对内来看，可以提高工作效率；对外来看，获得竞争优势。 （三）项目提出的意义
首先，该课题属于管理信息系统范畴。而管理信息系统(Management Information System，简称MIS)在现代社会已深入到各行各业，是一个不断发展的新学科,是由人和计算机设备或其他信息处理手段组成并用于管理信息的系统。再加上行业信息化的热潮才刚刚开始,特别是中小型企业的信息化建设步伐刚刚迈出第一步。管理信息系统的开发的市场将是非常庞大的。这种需求对开发人员在数量上和素质上的要求也是非常迫切的。为了满足市场的需求以及能在竞争中取胜,系统设计人员就不仅仅是单纯地满足用户对功能的要求,还要从设计方法上来加以改进。
其次，面向对象方法是一种非常实用的软件开发方法，它一出现就受到软件技术人员的青睐，现在已经成为计算机科学研究的一个重要领域，并逐渐成为软件开发的一种主要方法。面向对象的程序设计将数据及对数据的操作方法封装在一起,作为一个互相依存、不可分离的整体。采用这种方法来设计系统,可以增加系统的安全性。同时通过继承与多态性,使程序具有很高的可重用性,使软件的开发和维护带来了方便。由于面向对象方法的突出优点,它才被广大用户所爱好。 （四）相关技术及工具介绍 1．C#简介
现在ASP.NET支持的开发语言包括VB.NET、C#.NET、JSCRIPT.NET、VC++.NET以及其它.NET Framework所支持的语言。我所做的基于角色的权限管理设计与实现系统是用C#语言。所以，在这里我介绍一下C#语言。
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