毕业设计（论文）-《汽车产业4S信息管理系统—CRM系统》研究与开发.doc

东南大学
毕业设计(论文)报告
题目:《汽车产业后市场4S体系信息管理系统—CRM系统》研究与开发
机械工程院(系)机械设计制造及其自动化专业
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设计地点: 东南大学机械工程系
《汽车产业后市场4S体系信息管理系统—CRM系统》研究与开发
摘要
客户,在今天激烈的买方市场竞争中,已成为企业兴衰成败的关键,客户管理系统(简称CRM)的核心是“以客户为中心”的管理理念和经营思想。CRM目标是通过缩减销售周期和销售成本,通过寻求扩展业务所需的新市场和新渠道,并且通过改进客户价值、满意度、赢利能力以及客户的忠实度来改善企业市场化运作的有效性。
本论文根据以上观点,针对汽车4S企业的运行管理模式(南京四站、江苏东南汽车有限公司),探讨了汽车4S企业的客户关系管理系统的具体实现,提出针对汽车4S企业从需求分析到系统的功能结构设计,从数据库的建模到多层分布式数据库应用体系结构的实现的CRM解决方案。最后对数据仓库和数据挖掘在CRM中的应用做了初步探讨。
关键词:客户关系管理系统分析数据建模数据挖掘与数据仓库三层体系
Abstract
Customer, in today vigorous buyer’s petition, Customer Relationship Management (CRM) is critical to the ess of a business, the core of the Customer Relationship Management system (the brief name is CRM) is" take the customer as the center".Recent work in CRM has focused on the mining of customer-related data and the construction of customer behavior models. Effective CRM increases profits in six ways: lowering customer recruiting costs, dissipating customer recruiting needs, reducing cost of sales, increasing customer profitability, increasing customer retention and loyalty, and evaluating customer profitability.
The automobile enterprises are facing with a new task in customer management innovation with the appearance of CRM. The basic conception of CRM and its necessity to automobile enter rises are into reduced. The characteristics of practical application of CRM are analyzed. A model of CRM in automobile enterprises is constructed. And the author pays much attention to the systematic architecture work structure of the system, as well as three other subsystems: customer sales management, marketing control, and support and service management. Finally discuss the application of the Data Warehousing and Data Mining in the CRM.
Keyword: Customer Relationship Management, System Analysis, Database Modeling, Data Warehousing and Data Mining, Multitude Distributed Application Services Suite
摘要 Ⅰ
Absract Ⅱ
绪论 1
课题的背景及意义 1
CRM的概述 1
基于汽车4S体系的CRM系统的