摘要随着信息技术和互联网的发展，企业面临着新的挑战和机遇。在电子商务时代，企业的传统资源，如产品质量和价格等，在激烈的市场竞争中已无法再为企业带来新的竞争力。在激烈的市场竞争下，企业开始改变经营策略，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。而客户关系管理正是一种以客户为中心的经营理念。
本系统采用ASP.NET作为前台开发工具，SQL Server2005作为后台数据库平台，从符合操作简便、界面友好、灵活、使用安全的要求出发，设计开发基于B/S的三层模式的客户关系管理系统，可以在客户端通过浏览器进行访问。并且引入面向对象的系统分析方法，利用统一建模语言UML（Unified Modeling Language）对系统进行了功能、静态结构、动态行为等方面建模，从而实现了面向对象的系统分析方法在客户关系管理系统中的应用。8207
关键词 客户关系管理 B/S架构 面向对象 统一建模语言
毕业设计说明书（论文）外文摘要
Title The design and implementation of Customer
Relationship Management based on UML
Abstract
With the development of IT and networks,enterprises are facing both challenges and opportunities.In the eras of e-commerce,the traditional resources,such as product quality and price,can’t bring new competitive power for the enterprises any more in the vehement market competition.
During the vehement market competition,enterprises begin to alter their Business Strategy,gradually changes from product-centered to customer- centered,from emphasis on cost containment to improve customer satisfaction, Customers become the most important resource.“customer-centric” business philosophy has become the management guide line and the way of survival of enterprise. Customer Relationship Management is exactly a“customer-centric" business philosophy.
This article use ASP.NET as Frontend development tool, SQL Server2005 as back ground database.Starting with easy to operate,user-friendly,flexible and used safely,the CRM is designed and developed base on B/S structure, Which is browser accessible.Also Use object-oriented method and applies Unified Modeling Language to make the system’s modeling in the aspect of function,static construction and by dynamic action.
Keywords Customer Relationship Management Browser/Server structure object-oriented Unified Modeling Language目 次
1 绪论 1
1.1 背景 1
1.2 CRM在国内外的应用现状与发展 1
1.2.1 CRM研究应用的起源 1
1.2.2 CRM在国内外的研究与应用现状 2
1.3 CRM应用软件中的建模方法 3
2 系统开发技术介绍 4
2.1 ASP.NET技术 4
2.1.1 概述 4
2.1.2 页和控件框架 4
2.1.3 安全基础结构 4
2.2 构架理念 5
2.2.1 B/S结构 5
2.3 AJAX 技术 5
2.3.1 概 述 5
2.3.2 与传统的Web应用比较 6
2.3.3 优点和缺点 6 UML客户关系管理系统的设计与实现:http://www.youerw.com/jisuanji/lunwen_6446.html