基于Web和中間組件的柔性客戶關系管理系統(tǒng)設計.pdf

1、浙江大學碩士學位論文基于Web和中間組件的柔性客戶關系管理系統(tǒng)設計姓名：周志華申請學位級別：碩士專業(yè)：計算機軟件與理論指導教師：陳剛2003.3.1塑望叁堂堡!：蘭垡堡苧』生!!翌竺AbstractCustomerrelationshipmanagement(CRM)firstlyisanadvancedmanagementconccptfocusingoncustomers，whilecustomerrelationshipmanag

2、ementsystemisanapplicationsystemaelpingenterprisetoimplementthismanagementconceptThemainattitudeofourpaperisto0resentasolutiontoacustomerrelationshipmanagementsystemEvaluatingoursolutionasawhole，itmainlyhasthreecharacter

3、istics。whichareopenandflexiblesystemarchitecture，EAIbaseddesigningconcept，flexibleandreasonablemoduleandfunctionarrangementMostofthecurrentCR／vlsystemsarebasedOilC／Sarchitecture，whichareobturated，Iackofflexibilityandhigh

4、lycostingtoimplementWhileinthetimeofWebCRMitselfisinevolutiontherefore，CRMwitholdarchitecturecarmotmeetthedemandsanymoreAtieranalysingtheevolutionofdistributedarchitecture，wefindoutthatthearchitecturebasedonwebandmiddlew

5、areisthemostadvancedandpopularoneInourpaDerwealseintroducethetwomainplatformsthatimplementthisarchitecture，andanalysethecharacteristicsofthesetwoplatfolmsCRMisacomplexapplicationsystemwhilemostofthecurrentCRMsystemsarede

6、signedasindependentsystems，weregardthisasamisunderstandingOurCR／vlsolutionisbasedontheconceptofenterpriseapplicationIntegration(EAI)accordingtothefollowingtworeasons：firstlywethinkCRMcovemlotsofaspectsofenterpriseactivit

7、iesanditishardtoimplementthefunctionalitiesallbyCRaMitself；secondlymanyresourcesofanenterprisecarlbesharedsometimes，CRMneedstosharetheresourcesmanagedbyothersystems，andsometimes，othersystemsneedtosharetheresourcesmanaged

8、byCRMInourpaperafterfullyanalysingmanyenterpriseleveIapplicationsystemswejntroducetheseenarioofCRMintegratingwithwerkflowmanagementsystem(WFMS)，documentmanagementsystem(DM)，dataminingsystem，ERPsystem，PDMsystemandknowledg

9、emanagementsystem(KM)Forexample，inourpaperweintegrateCRMwithWFMStoautomatizethe‘publish’‘checkout’‘checkin’operationofcontactandcustomerproblemsolvingservice；withDMtomarlagetherelateddocumentsofcustomers，productsandconta

10、cts；Withdataminingsystemtoanalyzetherelationsamongproducts，tosegmentthecustomersandtopredictcustomerbehaviors：withERPtosharecustomersandsalesresources；withPDMtoshareproductsresources；withKMtobuildandtakeadvantageofservic

11、eknowledgewarehouseFlexibilityisoneofthemostimportantcharacteristicsofourCRMsolutionitincludesthreeaspectsFirstofall，theopenandflexibledis仃ibutedarchitectureisoneaspect，whichisthefoundationoftheflexibilitySecondly，whenin

12、tegratingCRMwithotherapplicationsystems，weintroducecomponentbasedintegration(CBI)whichmeansthejointpartofCR／vlandothersystemwillbedesignedasacomponent，CRlVlwilldepentonthecomponentinterfacetousetherunctionsofthesystemtob

13、eintegrated。whileCRMshouldn’tdirectlydepentonthesystemitselfLastly，themodulesofC叭aredesignedflexiblyforinstancewhileimplementingcustomerproductandcontactinformationmanagement，wedesign‘customertemplate’，‘producttemplate’a

14、nd‘contacttemplate’tocustomizecustomerproductandcontactproperties；andourproducteerslonmanagementscenariocanmeetdilyerentdemands，andsoonIhefunctionsandmoduleswedesignedarealseasonableandadaptabletheyaredesignednaccordance

15、withthedeepunderstandingofthenationalCRMmarketanddemandForexample：nsalesmanagementmodule，wedesign‘simplesaleacitivity’and‘complexsaleactivity，to：；imulatethedifferentkindofsaleactivities；incontactmanagementmodue，wedesjgnc