電話業(yè)務(wù)銷售管理系統(tǒng)

目  錄
中英文摘要
第一章 緒論 1
1.1 國內(nèi)外CRM研究現(xiàn)狀 1
1.2 國內(nèi)CRM發(fā)展過程中存在的問題及其解決方法 3
1.3 CRM在中小企業(yè)中的應(yīng)用 4
第二章  電話業(yè)務(wù)銷售管理系統(tǒng)分析 7
2.1 可行性分析 7
2.1.1 技術(shù)可行性分析 7
2.1.2 管理可行性分析 7
2.1.3 經(jīng)濟可行性分析 7
2.2 系統(tǒng)需求分析 7
2.2.1 系統(tǒng)的應(yīng)用對象 7
2.2.2 銷售業(yè)務(wù)流程 8
2.2.3 企業(yè)銷售過程中存在的問題 9
2.2.4 解決的方法 10
2.2.5 系統(tǒng)的功能需求 11
2.3  系統(tǒng)流程分析 11
2.3.1  系統(tǒng)流程圖 11
2.3.2 主要系統(tǒng)流程分析 12
2.4 數(shù)據(jù)流分析 14
2.4.1 電話業(yè)務(wù)銷售管理數(shù)據(jù)流圖 14
2.4.2  數(shù)據(jù)字典 14
2.5 建立用例模塑 16
第三章 電話業(yè)務(wù)銷售管理系統(tǒng)設(shè)計數(shù)據(jù)庫設(shè)計 18
3.1 設(shè)計原則 18
3.2 系統(tǒng)總體結(jié)構(gòu)設(shè)計 18
3.2.1 系統(tǒng)總體結(jié)構(gòu)示意圖 18
3.2.2 系統(tǒng)總體功能模塊圖 18
3.3 系統(tǒng)功能模塊設(shè)計 19
3.3.1 登錄模塊設(shè)計 19
3.3.2 主窗體界面設(shè)計 20
3.3.3 合同管理模塊設(shè)計 20
3.3.4 投訴管理模塊設(shè)計 21
3.3.5 基礎(chǔ)設(shè)置模塊設(shè)計 21
3.3.6 客戶管理模塊設(shè)計 22
3.3.7 員工管理模塊設(shè)計 22
3.3.8 報表與統(tǒng)計模塊設(shè)計 23
第四章 系統(tǒng)的實現(xiàn) 25
4.1 主窗體的運行界面 25
4.2合同審核的代碼實現(xiàn) 25
4.3 銷售統(tǒng)計的代碼實現(xiàn) 27
結(jié)束語 30
致   謝 31
參考文獻(xiàn) 32
附錄 系統(tǒng)中包含的數(shù)據(jù)表 34

摘    要

隨著中國加入WTO和全球經(jīng)濟一體化，中小企業(yè)的不斷發(fā)展壯大，企業(yè)信息流量與速度與日俱增。尤其在銷售管理方面，每天有大量的數(shù)據(jù)需要處理。一個功能完善、成本較低、易維護(hù)的軟件系統(tǒng)解決方案已成為許多中小企業(yè)在商場中立于不敗之地的制勝法寶。本系統(tǒng)開發(fā)的目的就是要使中小企業(yè)的銷售管理實現(xiàn)信息化，使管理員能夠統(tǒng)一集中管理的客戶資源，從而降低成本，使企業(yè)運用現(xiàn)代化技術(shù)創(chuàng)造更多更高的經(jīng)濟效益。對于中小企業(yè)的銷售管理系統(tǒng)來說，不需要太大型的數(shù)據(jù)庫系統(tǒng)，只需要一個操作方便，功能實用，能同時滿足本單位數(shù)據(jù)的管理及需求的系統(tǒng)。因此，基于Delphi7．0及其SQL Server2000數(shù)據(jù)庫，我開發(fā)出一套小型的，功能實用、操作方便的，適合電信行業(yè)小企業(yè)的電話業(yè)務(wù)銷售管理系統(tǒng)。該系統(tǒng)主要包括合同管理、客戶管理、銷售統(tǒng)計等基本模塊。
本論文共分五個部分。第一部分為緒論，分析和闡述國內(nèi)外CRM系統(tǒng)現(xiàn)狀及存在的主要問題；第二部分為系統(tǒng)的可行性分析和需求分析，對系統(tǒng)的需求做了比較詳細(xì)的分析；第三部分為電話業(yè)務(wù)銷售管理系統(tǒng)的總體設(shè)計，對系統(tǒng)的總體結(jié)構(gòu)及部分功能模塊進(jìn)行了較為詳細(xì)的敘述；第四部分為部分程序代碼，詳細(xì)介紹了系統(tǒng)建設(shè)中部分關(guān)鍵技術(shù)的程序?qū)崿F(xiàn)方法，第五部分為結(jié)束語，主要總結(jié)了論文和畢業(yè)設(shè)計的主要功能特色，并分析和提出設(shè)計中存在的一些問題。
關(guān)鍵詞：銷售管理系統(tǒng)；客戶管理；合同管理；數(shù)據(jù)庫

 
Design and Implementation of Sales Management System for Telephone Services
Abstract
Now China being one of the numbers of WTO and global economic integrating, SMEs growing stronger, enterprise information flow is increasing and its speed is more and more fast. Every day there is a lot of data needs to process especially in sales management. Thus, A software systems solutions whose function perfect, cost lower, easy to maintenance is a key factor for SMEs to success in the shopping malls. The purpose of this system is to Informationizate SMEs in marketing management so that the manager can manage the customers’ resources together to reducing costs. More and more performance of enterprises is created by using modern technology in enterprise. For SMEs, it is need not a large - scale database system but an operating convenience, practical functions to meet the needs of units of data management and systems. Therefore, I developed a management system sales based on Delphi7.0 and SQL Server2000 database where functional, practical and easy to operate and suitable for small business telephone services telecommunications industry. The system mainly includes contract management, customer management, sales statistics, and other basic modules.
This dissertation includes five parts. The first part is an introduction; analysis and elaboration the domestic and international CRM system present condition and some problems. The second part is requirements analysis including some detailed analysis to the need of the system. The third part is system design, it carrying on the detailed description to total structure and parts of functions mold pieces of the system. The fourth part is partial program code which particularly introduces some partial key technologies’ implementing way on the construction of system; the fifth part is the ending words. It sums up the main function features of dissertation and graduation design, analyses and puts forward some problems in the design.
Keyword: Sales Management System; Customer Management; Contract Management; Database