【摘要】：隨著中國體制特色社會主義的前進(jìn),第三產(chǎn)業(yè)服務(wù)行業(yè)發(fā)展迅速,尤其是物流行業(yè)新增很多商機(jī),因此中小型的快遞企業(yè)膨脹,而競爭力等條件又比不過大型快遞企業(yè)這一現(xiàn)狀使得大部分中小型快遞企業(yè)在行業(yè)競爭中處于劣勢。在這種狀況下,中小型的快遞企業(yè)需要更好的服務(wù)平臺以拉近與客戶的關(guān)系,從而提高競爭地位。本文開發(fā)出的CRM(Customer Relationship Management)客戶關(guān)系管理系統(tǒng)正是提供給中小型的快遞企業(yè),除提供基本快遞業(yè)務(wù)服務(wù)外,還提供客戶資料存儲修改查找,受理投訴及查看以往投訴,查看客戶多久沒有業(yè)務(wù)來往,或者客戶的特殊日期提醒等額外服務(wù)功能,完成主要快遞業(yè)務(wù)的同時,提供客戶更多類別的服務(wù)選擇,從而增加客戶的服務(wù)依賴性,提高競爭力。經(jīng)過十?dāng)?shù)個月的開發(fā),本系統(tǒng)最終實現(xiàn),能夠完成基本業(yè)務(wù)功能以外,還能夠額外提供以上幾點服務(wù),達(dá)成了本系統(tǒng)的設(shè)計初衷。
[Abstract]:With the advance of socialism with Chinese institutional characteristics, the tertiary industry service industry has developed rapidly, especially the logistics industry has added many new business opportunities, so small and medium-sized express delivery enterprises have expanded. The competitive power and other conditions than large express delivery enterprises this situation makes most of the small and medium-sized express enterprises in the industry competition is at a disadvantage. In this case, the small and medium-sized express enterprises need better service platform to close the relationship with customers, thereby improving the competitive position. The CRM (Customer Relationship Management) customer relationship management system developed in this paper is provided to small and medium-sized express delivery enterprises. In addition to providing basic express service, it also provides customer data storage, modification and search, accepts complaints and checks past complaints. See how long customers do not have business contact, or customer special date reminders and other additional service functions, to complete the main express business, while providing more types of customer service options, thereby increasing customer service dependence, improve competitiveness. After more than ten months of development, the system is finally realized, can complete the basic business functions, but also can provide the above points of service, to achieve the original design of the system.
【學(xué)位授予單位】：東北大學(xué)
【學(xué)位級別】：碩士
【學(xué)位授予年份】：2015
【分類號】：TP311.52

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