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摘要

在竞争日益激烈的今天，越来越多的企业开始关注客户，重视收集客户的信息，倾听并及时响应客户的要求和期望。企业通过对客户理解的不断加深以及对客户服务实践的不断改善，提高其竞争力。CRM(Customer　Relationship　Management)，即客户关系管理，其目标在于协助企业不断地获取和积累客户知识，并将这些知识运用在企业的生产、市场营销和客户服务等各个领域，以提升客户满意度和忠诚度，降低生产、销售和服务成本，从而增加企业效益。

本论文论述一种适合于中小企业、基于WEB数据库技术，B/S（浏览器/服务器）方式操作的客户关系管理系统的设计与开发，可与电子商务系统/办公自动化（OA）系统无缝融合，方便日常事务管理。该系统采用ASP.NET作为开发工具，SQL Server 2005作为数据库管理系统。

客户关系管理实现了对客户信息的有效管理，主要功能包括：添加客户信息，管理客户信息，查询客户信息，订单管理，投诉管理，报表管理，任务管理，留言管理，用户信息管理等功能模块。

关键字：CRM，客户管理，数据库，asp.net，B/S架构

Abstract

In today’s increasingly competitive, more and more enterprises begin to customer focus, attention to collect customer information, to listen and promptly respond to customer requirements and expectations. Business through the deepening understanding of the customer and the customer service practice continues to improve, enhance their competitiveness. CRM (Customer Relationship Management), that is, customer relationship management, the goal is to help companies continue to acquire and accumulate customer knowledge, and knowledge used in the production, marketing and customer service fields, in order to enhance customer satisfaction and loyalty, reduce production, sales and service costs, thereby increasing enterprise efficiency.

This paper discusses a suitable small and medium enterprises, WEB-based database technology, B / S (Browser / Server) mode operation of the customer relationship management system design and development, with e-commerce system / office automation (OA) system seamless integration, facilitate the management of daily affairs. The system uses as a development tool for ASP.NET, SQL Server 2005 as database management systems.

Customer relationship management to achieve effective management of customer information, the main features include: add customer information, manage customer information, check customer information, order management, complaints management, report management, task management, message management, and user information management function module.

Keywords: CRM, customer management, database, asp.net, B / S architecture