基于B2C模式的客戶關(guān)系管理系統(tǒng)





摘 要


本文首先闡述了電子商務(wù)的含義、基本組成、優(yōu)勢及其分類，分析了客戶關(guān)系管理的概念及客戶關(guān)系管理在電子商務(wù)中的重要作用。然后針對設(shè)計課題的要求，完成了客戶關(guān)系管理子系統(tǒng)的需求分析、功能模塊劃分、數(shù)據(jù)庫設(shè)計，并由此實現(xiàn)了數(shù)據(jù)庫結(jié)構(gòu)和應(yīng)用程序。

該系統(tǒng)完全采用B-C模式，以Java和Eclipse企業(yè)級工作平臺為前臺開發(fā)工具，使用oracle為后臺數(shù)據(jù)庫系統(tǒng)，Tomcat 6.0為Web應(yīng)用服務(wù)器。

本文重點介紹了應(yīng)用程序的設(shè)計，具體劃分了兩類用戶的操作權(quán)限(即用戶和管理者)，分別設(shè)計了不同的操作界面，實現(xiàn)了用戶的注冊、用戶登錄、用戶購物功能。管理者對客戶信息的添加、修改、刪除、查詢，對商品信息的添加、刪除、查詢。在本系統(tǒng)中管理者還可以根據(jù)客戶歷史購買行為來改變客戶類型。通過對商品銷售記錄的分析，進而預(yù)測出公司業(yè)務(wù)的發(fā)展方向。


關(guān)鍵詞：電子商務(wù); 客戶關(guān)系管理; JAVA語言


 


 


 


 


 


 


Abstract

This paper first represented the conception, base construction, advantage and classification of electronic commerce. The paper also analyzed the conception of CRM (Customer Relationship Management) and its important functions in electronic commerce. Then aim at the request of designed title, mainly complete the need analysis, the function mold piece that manages the system to the result to divide the line, the designes of database, combines from here designed the database structure and application procedure.

It is the practice of CRM with B-C. This system is developed by using Java and Eclipse Enterprise Workbench as foreground tool and oracle as background database and Tomat 6.0 as Web application servers.

This paper point introduced the design of the applied procedure, dividing the line the operation legal power of two customers in a specific way (user and admin), designing difference operation interfaces. Carrying out user register, user logion, user shopping. Also carrying out customer information of increase, deletes, search and modify. Product information of increase deletes and search. This system also can change the customer’s type based on them history records. According to sale’s record the admin also can analysis the company development direction of business.


Key words: electronic commerce; Customer Relationship Management; Java


 

目 錄

第一章 概 述 1

1.1課題背景 1

1.2 課題的目的及意義 1

1.3論文工作 2

第二章 開發(fā)工具及相關(guān)概念的介紹 3

2.1 TOMCAT 6.0簡介 3

2.2 ECLIPSE簡介 3

2.3 ORACLE數(shù)據(jù)庫簡介 4

2.4 B2C模式的概述 5

2.5電子商務(wù)的概述 6

2.6 客戶關(guān)系管理的概述 6

第三章 系統(tǒng)設(shè)計 8

3.1市場需求分析 8

3.2系統(tǒng)需求分析 9

3.3客戶關(guān)系管理系統(tǒng)功能設(shè)計 9

3.4客戶關(guān)系管理系統(tǒng)數(shù)據(jù)庫設(shè)計 11

第四章 客戶關(guān)系管理系統(tǒng)的實現(xiàn) 14

4.1用戶注冊與登錄 14

4.2 商品信息管理 17

4.3 商品的瀏覽和購買 18

4.4客戶信息管理 21

4.5客戶行為分析 22

4.6商品銷售分析 25

結(jié) 論 28

參考文獻(xiàn) 29

致 謝 30