摘 要随着互联网技术和信息技术的进展，以电子数据交换为基础的电子商务得到了越来越广泛的应用。在电子商务时代，企业的传统资源，如产品质量和价格等，在激烈的市场竞争中已无法再为企业带来新的竞争力，客户才是企业最为重要的资源，而客户关系管理正是一种以客户为中心的经营理念。客户关系管理（Customer Relationship Management）不仅是一种管理理念，又是一种旨在改善企业与客户之间关系的新型管理机制，也是一种管理软件和技术，它实施于企业的市场营销、销售、服务与技术支持等与客户有关的领域，其目标是通过管理与客户间的互动，努力减少销售环节，降低销售成本，实现最终效果的提高。好的客户关系管理系统的实现更有助于企业将每个细分市场做深做透，惟其如此，才能把市场蛋糕越做越大。本文论述了客户关系管理信息系统的设计思想，主要实现功能及数据库的结构，其实现了客户基本数据的记录、跟踪，查询客户信息等等。该系统可作为企业实施 CRM 的借鉴。 本系统前台使用 JAVA MyEclipse 5.5.0，后台数据库由 SQL SERVER 2000 支持。关键词 客户；客户关系管理；系统；管理信息系统AbstractWith the development of Internet technology and information technology, electronic commerce is being applied in more and more fields. In the era of electronic commerce, traditional enterprise resources such as quality and price of products won’t bring new competitive power to enterprises in the vehement market competition. And clients will become most resources of enterprises. As a part of electronic commerce, customer relationship management is a kind of management concept regarding clients as a focus of management and can efficiently improve the whole operational efficiency of enterprises. Customer relationship management is not only a concept of management, but also a new mechanism of management, using to improve the relationship between the organization and the customers, as well as a software and technology of management. CRM is under the purpose of ameliorating the relationship between enterprise...
