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1、摘 要隨著互聯(lián)網(wǎng)技術(shù)和信息技術(shù)的發(fā)展，以電子數(shù)據(jù)交換為基礎(chǔ)的電子商務(wù)得到了越來越廣泛的應(yīng)用。在電子商務(wù)時(shí)代，企業(yè)的傳統(tǒng)資源，如產(chǎn)品質(zhì)量和價(jià)格等，在激烈的市場(chǎng)競(jìng)爭(zhēng)中已無法再為企業(yè)帶來新的競(jìng)爭(zhēng)力，客戶才是企業(yè)最為重要的資源，而客戶關(guān)系管理正是一種以客戶為中心的經(jīng)營(yíng)理念?？蛻絷P(guān)系管理（CustomerRelationshipManagement）不僅是一種管理理念，又是一種旨在改善企業(yè)與客戶之間關(guān)系的新型管理機(jī)制，也是一種管理軟件和技術(shù)，它實(shí)施于企業(yè)的市場(chǎng)營(yíng)銷、銷售、服務(wù)與技術(shù)支持等與客戶有關(guān)的領(lǐng)域，其目標(biāo)是通過管理與客戶間的互動(dòng)，努力減少銷售
2、環(huán)節(jié)，降低銷售成本，實(shí)現(xiàn)最終效果的提高。好的客戶關(guān)系管理系統(tǒng)的實(shí)現(xiàn)更有助于企業(yè)將每個(gè)細(xì)分市場(chǎng)做深做透，惟其如此，才能把市場(chǎng)蛋糕越做越大。本文論述了客戶關(guān)系管理信息系統(tǒng)的設(shè)計(jì)思想，主要實(shí)現(xiàn)功能及數(shù)據(jù)庫的結(jié)構(gòu)，其實(shí)現(xiàn)了客戶基本數(shù)據(jù)的記錄、跟蹤，查詢客戶信息等等。該系統(tǒng)可作為企業(yè)實(shí)施CRM的借鑒。本系統(tǒng)前臺(tái)使用JAVAMyEclipse5.5.0，后臺(tái)數(shù)據(jù)庫由SQLSERVER2000支持。關(guān)鍵詞客戶；客戶關(guān)系管理；系統(tǒng)；管理信息系統(tǒng)VIIAbstractWiththedevelopmentofInternettechnologyandinfor
3、mationtechnology,electroniccommerceisbeingappliedinmoreandmorefields.Intheeraofelectroniccommerce,traditionalenterpriseresourcessuchasqualityandpriceofproductswon’tbringnewcompetitivepowertoenterprisesinthevehementmarketcompetition.Andclientswillbecomemostresourcesofenterp
4、rises.Asapartofelectroniccommerce,customerrelationshipmanagementisakindofmanagementconceptregardingclientsasafocusofmanagementandcanefficientlyimprovethewholeoperationalefficiencyofenterprises.Customerrelationshipmanagementisnotonlyaconceptofmanagement,butalsoanewmechanism
5、ofmanagement,usingtoimprovetherelationshipbetweentheorganizationandthecustomers,aswellasasoftwareandtechnologyofmanagement.CRMisunderthepurposeofamelioratingtherelationshipbetweenenterpriseandcustomer.Itisanewmanagementmechanism.Itactualizesinthemarketing,sales,servesandte
6、chniquesupposeetc.Itstargetisthroughtheinteractionbetweenthemanagementandcustomer,strugglingtoreducethedistributiontache,lowerthesalecost,achievingtoimprovethefinaleffect.Goodcustomerrelationshipmanagementsystemhelpscompaniesachievemoreforeachsegmenttodosothroughdeep,Onlyt
7、hiswaycanthemarketgrowinginvolumecakeThistexthasdiscussedthedesignidea,theprimaryachievedfunctionanddatabasestructureoftheCustomerRelationshipManagementInformationSystem，andthisCRMsystemcanrecord,trackcustomerbasicinformation,reserchcustomerinformationandsoon.Thissystemcan
8、beusedasthereferenceforenterpriseputtingintopracticeCRM.ThissystemfrontstageadoptJAVAMyEc
