商业地产CRM系统的设计实现
摘要
客户关系管理CRM(Customer Relationship Management)是企业管理和计算机技术相结合的产物。同许多其它的企业应用一样,CRM系统的开发也趋于由传统的客户/服务器模式(C/S)转向基于Web和三层结构计算模式(B/S)。J2EE定义了标准的应用开发体系结构和部署环境。在这个体系结构中,由包容器提供所有底层服务,降低了开发成本和维护成本、提高了开发效率。而开发者只需要关注业务逻辑。
基于上述技术,本文对基于J2EE的CRM系统开发进行了研究。本文系统研究了信息管理系统CRM的基础理论知识和技术发展状况,参考了主流CRM系统的功能模块,通过对客户需求的分析,研究了商业地产CRM系统在J2EE平台下的实现方法,完成了在J2EE平台下该CRM系统的具体设计和编程实现。
论文的前半部分,介绍了CRM发展的背景知识,阐述了CRM的含义、CRM的内涵和管理思想、CRM系统的主要功能模块和CRM的类型。另外,前一部分还对开发CRM系统所用的J2EE技术进行了讨论,阐述了三层结构的优点。
论文的后半部分研究了CRM系统的设计和实现。主要内容包括商业地产CRM系统的技术构架;商业地产CRM系统的设计方案,将CRM系统分为CRM营销、CRM营运、CRM物业三方面进行系统设计;商业地产CRM软件系统实现细节。
CRM (Customer Relationship Management) is the combination of enterprise management and computer techniques, and is very important to make enterprise get competitive edge. As well as other many enterprise applications, CRM systems are tended to be developed under this kind of advanced pattern rather than traditional C/S pattern. J2EE (Java 2 Platform, Enterprise Edition) is a kind of software development platform designed by SUN Microsystems Inc. for advanced enterprise CRM systems. Standard application development architectures and employment environment are defined in J2EE, equipped with which the developers need only concern with the business logics, and leave all the potential system services to containers of J2EE.
Based on the above technology, this paper studies the CRM systems based on J2EE. This paper describes the basic theory knowledge and the development of CRM system. Consult the function modules of the mainstream CRM system, this paper analyzes the customer requirements, studies the executable method of the CRM system, finishes the material design and the program of this CRM system.
At the first part of this paper, the author introduces the basic knowledge of CRM, including the definition of CRM, the meaning and management thought of CRM, key functional modules of CRM and the styles of CRM. In addition, this part describes the J2EE technology for CRM system and the advantages of three-tier structure. At the last part of this paper, the author presents the design and realization of the CRM system. The major content including the technology structure of CRM system, the material design scheme of CRM system and the realization detail of the CRM system.
基于上述技术,本文对基于J2EE的CRM系统开发进行了研究。本文系统研究了信息管理系统CRM的基础理论知识和技术发展状况,参考了主流CRM系统的功能模块,通过对客户需求的分析,研究了商业地产CRM系统在J2EE平台下的实现方法,完成了在J2EE平台下该CRM系统的具体设计和编程实现。
论文的前半部分,介绍了CRM发展的背景知识,阐述了CRM的含义、CRM的内涵和管理思想、CRM系统的主要功能模块和CRM的类型。另外,前一部分还对开发CRM系统所用的J2EE技术进行了讨论,阐述了三层结构的优点。
论文的后半部分研究了CRM系统的设计和实现。主要内容包括商业地产CRM系统的技术构架;商业地产CRM系统的设计方案,将CRM系统分为CRM营销、CRM营运、CRM物业三方面进行系统设计;商业地产CRM软件系统实现细节。
CRM (Customer Relationship Management) is the combination of enterprise management and computer techniques, and is very important to make enterprise get competitive edge. As well as other many enterprise applications, CRM systems are tended to be developed under this kind of advanced pattern rather than traditional C/S pattern. J2EE (Java 2 Platform, Enterprise Edition) is a kind of software development platform designed by SUN Microsystems Inc. for advanced enterprise CRM systems. Standard application development architectures and employment environment are defined in J2EE, equipped with which the developers need only concern with the business logics, and leave all the potential system services to containers of J2EE.
Based on the above technology, this paper studies the CRM systems based on J2EE. This paper describes the basic theory knowledge and the development of CRM system. Consult the function modules of the mainstream CRM system, this paper analyzes the customer requirements, studies the executable method of the CRM system, finishes the material design and the program of this CRM system.
At the first part of this paper, the author introduces the basic knowledge of CRM, including the definition of CRM, the meaning and management thought of CRM, key functional modules of CRM and the styles of CRM. In addition, this part describes the J2EE technology for CRM system and the advantages of three-tier structure. At the last part of this paper, the author presents the design and realization of the CRM system. The major content including the technology structure of CRM system, the material design scheme of CRM system and the realization detail of the CRM system.
引文
[1]http://www.ccw.com.cn/cio/research/qiye/htm2006/20060105_12EX9.asp
[2]http://www.erpkm.com/shownews.asp?newsid=4550
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[4]田同生.中国CRM实战.机械工业出版社,2002
[5]David Sims.CRM Application-Know.http://www.crmguru.com
[6]林涛.客户服务管理.中国纺织出版社,2002
[7]何荣勤.CRM原理.设计.实践.电子工业出版社,2003
[8]田同生.客户关系管理的中国之路.机械工业出版社,2001(8)
[9]史丽萍,骆军.客户关系管理(CRM)的理论及应用探讨.物流科技,2003(2)
[10]Paul Greenberg.实时的客户关系管理.机械工业出版社,2002
[11]曹明鹏,赵伟,许林英.J2EE技术及其实现.计算机科学,2001,10(09):20-24.
[12]Steven G.Develop n-tier application using J2EE.北京:电子工业出版社,2002.
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[17]邓子云,肖峰,谢英辉.精通J2EE网络编程.清华大学出版社,2007
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[25]吴琳娜,丛静,郝林攀.基于Java/MVC构建的三层Web政务信息系统[J]哈尔滨商业大学学报(自然科学版).2005,10(06):23-30.
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[27]Michael G,Rob W,Sandra L.邢国庆等译.J2EE应用与BEA WebLogic Server.北京:电子工业出版社,2002.
[28]Silberschatz A.数据库系统概论.北京:机械工业出版社,2003.
[29]李建中.数据库系统原理.电子工业出版社,2005
[30]Deepak Alur,John Crupi,Dan Malks.J2EE核心模式.机械工业出版社,2002
[31]David F著.O'Reilly:Java实例技术手册.北京:中国电力出版社.2003.
[32]Bruce Eckel.Java编程思想中文版.机械工业出版社,2007
[33]束尧,丁凡,许国梁.Eclipse权威开发指南.清华大学出版社,2006
[34]http://www.bea.com.cn/products/beawebLogic/index.jsp
[35]萧文龙,陈怡如.Oracle 10g数据库入门与实践.清华大学出版社,2005
[36]结城浩.JAVA多线程设计模式.北京:中国铁道出版社,2005
[37]Alex Kriegel,Boris M.Trukhnov.SQL Bible.Wiley Publishing,2003
[38]邱仲潘,陈纯颖,陈凌峰.BEA WEBLOGIC SERVER管理指南.机械工业出版社,2003
[39]周军锋等,C/S模式下实时考核系统的实现与设计,燕山大学学报,2003,27(2):164-165.
[40]张洪斌.WEBLOGIC SERVER系统管理和程序开发指南,机械工业出版社,2004.
[41]Bloch,J著.潘爱民译.Effective Java中文版.北京:机械工业出版社,2003.
[2]http://www.erpkm.com/shownews.asp?newsid=4550
[3]叶开,王剑峰.圈住客户:中国房地产CRM最佳实践.清华大学出版社,2007
[4]田同生.中国CRM实战.机械工业出版社,2002
[5]David Sims.CRM Application-Know.http://www.crmguru.com
[6]林涛.客户服务管理.中国纺织出版社,2002
[7]何荣勤.CRM原理.设计.实践.电子工业出版社,2003
[8]田同生.客户关系管理的中国之路.机械工业出版社,2001(8)
[9]史丽萍,骆军.客户关系管理(CRM)的理论及应用探讨.物流科技,2003(2)
[10]Paul Greenberg.实时的客户关系管理.机械工业出版社,2002
[11]曹明鹏,赵伟,许林英.J2EE技术及其实现.计算机科学,2001,10(09):20-24.
[12]Steven G.Develop n-tier application using J2EE.北京:电子工业出版社,2002.
[13]Enterprise JavaBeans Specification,V2.O.Sun Microsystems Inc.URL:http://java.sun.com/j2ee,
[14]David F,O'Reilly.Java实例技术手册.北京:中国电力出版社,2003.
[15]Rumbaugh.UML参考手册.北京:机械工业出版社,2001.
[16]朱中浩.基于XML的三层C/S模型构建.中国科技信息,2006,26(6):16-17.
[17]邓子云,肖峰,谢英辉.精通J2EE网络编程.清华大学出版社,2007
[18]Sessions Roger.EJB vs.COM+.Software Magazine,2000,20(4):18-19.
[19]Vlana Matena.J2EE平台上的EJB组件开发.北京:机械工业出版社,2002.
[20]Ghaly Ragae.Selecting EJB Servers.Software Tools for the Professional Programmer,2001,26(11):96-100.
[21]阎宏著.Java与模式.北京:人民邮电出版社,2002.
[22]Malcolm Davis.Struts,an open-source MVC implementation.URL:http://www-128.ibm.com/developerworks/library/j-struts/.
[23]William Crawford,Jonathan Kaplan.J2EE设计模式.O'Reilly,2005
[24]范会联,李献礼.基于J2EE的网上选课系统设计[J]计算机应用研究,2006,12(09):45-50.
[25]吴琳娜,丛静,郝林攀.基于Java/MVC构建的三层Web政务信息系统[J]哈尔滨商业大学学报(自然科学版).2005,10(06):23-30.
[26]Darren Broemmer.J2EE Best Practices:Java Design Patterns,Automatio.电子工业出版社,2004.
[27]Michael G,Rob W,Sandra L.邢国庆等译.J2EE应用与BEA WebLogic Server.北京:电子工业出版社,2002.
[28]Silberschatz A.数据库系统概论.北京:机械工业出版社,2003.
[29]李建中.数据库系统原理.电子工业出版社,2005
[30]Deepak Alur,John Crupi,Dan Malks.J2EE核心模式.机械工业出版社,2002
[31]David F著.O'Reilly:Java实例技术手册.北京:中国电力出版社.2003.
[32]Bruce Eckel.Java编程思想中文版.机械工业出版社,2007
[33]束尧,丁凡,许国梁.Eclipse权威开发指南.清华大学出版社,2006
[34]http://www.bea.com.cn/products/beawebLogic/index.jsp
[35]萧文龙,陈怡如.Oracle 10g数据库入门与实践.清华大学出版社,2005
[36]结城浩.JAVA多线程设计模式.北京:中国铁道出版社,2005
[37]Alex Kriegel,Boris M.Trukhnov.SQL Bible.Wiley Publishing,2003
[38]邱仲潘,陈纯颖,陈凌峰.BEA WEBLOGIC SERVER管理指南.机械工业出版社,2003
[39]周军锋等,C/S模式下实时考核系统的实现与设计,燕山大学学报,2003,27(2):164-165.
[40]张洪斌.WEBLOGIC SERVER系统管理和程序开发指南,机械工业出版社,2004.
[41]Bloch,J著.潘爱民译.Effective Java中文版.北京:机械工业出版社,2003.
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