SHANDONGＵＮＩＶＥＲＳＩＴＹＯＦＴＥＣＨＮＯＬＯＧＹ毕业设计说明书CRM客户关系管理系统学院：计算机科学与技术学院专业：计算机科学与技术专业学生：学号：指导教师：2012 年 06 月摘要客户资源是企业的重要资源，而对于客户资源的合理管理，关乎着企业的生存与发展。

客户关系管理系统简称CRM的引入，就是改善这一问题的重要措施。

CRM作为管理企业和客户关系的主要管理平台，不仅可以对客户的关系进行管理，还可以记录企业同客户之间的业务活动。

该系统用JSP和MySQL实现了客户信息的管理、统计、分析、查询以及管理员对系统维护等功能。

客户管理系统有着很好的应用前景，随着计算机技术和网络技术的发展，它的功能将会得到不断的发展和完善。

本系统可以根据实际应用的具体情况，适当加以修改，以便更好应用。

本系统操作简单，灵活性好，系统安全性高，运行稳定。

本文详细介绍了客户关系管理系统开发和设计的全过程。

关键词：客户关系，管理系统，客户，JSP ，MySQLAbstractCustomer resources is an important enterprise resources, and to the customer resource to rational management, for the enterprise's survival and development. Customer relationship management system as the introduction of CRM, is to improve the problem of the important measures.CRM as a management enterprise and customer relationship managementof the main platform, can not only to the customer relationship management, can also record enterprise with the customers, business between activities.This system USES JSP and MySQL realize customer information management, statistics, analysis, inquires the and administrators to system maintenance etc. Function.Customers management system prospect, along with the computer technology and network technology development, its function will be constant development and improvement. This system can according to the specific circumstances of practical application, proper, in order to better be amended application. This system operation simple, flexibility is good, the system .Key words: CRM，Management System，corporate customer，JSP ，MySQL目录摘要 (I)Abstract (I)目录............................................................................................................................... I I 第一章引言 ......................................................................................................... - 0 -1.1系统的开发背景.................................................................................... - 0 -1.1.1客户管理系统的发展 ..................................................................... - 0 -1.2系统实现的目标.................................................................................... - 2 -1.3 系统开发的意义....................................................................................... - 3 - 第二章客户管理系统分析................................................................................. - 3 -2.1 系统的设计目标....................................................................................... - 3 -2.2 系统的可行性分析 .................................................................................. - 3 -2.2.1 用户群体与市场分析.................................................................... - 3 -2.2.2 技术能力分析................................................................................. - 4 -2.2.3 可行性分析总结 ............................................................................ - 5 -2.3 系统设计的特点....................................................................................... - 5 - 第三章系统的开发技术及主要构架................................................................. - 6 -3.1 开发技术的选择....................................................................................... - 6 -3.1.1 JSP编程技术............................................................................... - 6 -3.1.2 MYSQL开源数据库的开发 ......................................................... - 9 -3.1.3 JAVA语言概述 ............................................................................... - 9 -3.2 系统的主要架构及开发模式................................................................ - 11 -3.3 开发工具和开发技术选择.................................................................... - 13 - 第四章系统功能和流程分析........................................................................... - 13 -4.1 系统功能模块设计 ................................................................................ - 13 -4.2 整体分析 ................................................................................................. - 14 -4.3 数据流分析 ............................................................................................. - 16 -4.4 系统E-R图 ............................................................................................ - 16 -4.4.1 系统总体E-R图.......................................................................... - 16 -4.4.2 系统管理员实体图 ...................................................................... - 17 -4.4.3 营销信息实体图 .......................................................................... - 18 -4.4.5 服务信息实体图 .......................................................................... - 19 -4.4.6 邮件信息实体图 .......................................................................... - 20 -4.5 数据库设计 ............................................................................................. - 18 - 第五章系统实现 ............................................................................................... - 23 -5.1 数据库连接 ............................................................................................. - 23 -5.2 用户登录管理......................................................................................... - 23 -5.3 销售管理 ................................................................................................. - 23 -5.4客户管理 .................................................................................................. - 24 -5.5服务管理 .................................................................................................. - 24 -5.6 统计报表 ................................................................................................. - 24 -5.7 库存管理 ................................................................................................. - 25 -5.8 邮件管理 ................................................................................................. - 25 -5.9 系统数据管理......................................................................................... - 25 - 第六章系统测试与难点分析........................................................................... - 26 -6.1 系统运行环境的搭建 ............................................................................ - 26 -6.2 系统的测试 ............................................................................................. - 27 -6.2.1系统关键部分测试分析............................................................... - 27 -6.2.2 测试结果分析与说明.................................................................. - 27 -6.2.3 系统安全与性能 .......................................................................... - 28 -6.3 开发技巧和难点分析 ............................................................................ - 28 - 结束语..................................................................................................................... - 30 - 参考文献................................................................................................................. - 31 - 致谢及声明............................................................................................................. - 32 -第一章引言1.1系统的开发背景1.1.1客户管理系统的发展随着市场的开放，各个企业之间的竞争逐渐加剧，并且也从独立的企业与企业之间的竞争发展成为了一个个群集之间的竞争。