客户关系管理在邮政行业的应用研究
摘要
近年来，随着竞争的加剧，各个企业都充分认识到在其运作过程中采用新技术、新理念的重要性。同样，中国邮政要在竞争中保住其现有的行业地位并不断获得发展，就必须凭借其现代化的邮政通信实物传递网和邮政综合业务信息网，不断提高邮政服务水平，不断赢得用户，拓宽市场。邮政CRM管理软件，就是适应这一需求而问世的。CRM(Customer Relationship Management，客户关系管理)是以客户为中心的企业管理软件，它是一个软件集，或是一种解决方案。在具体的实施过程中，要利用数据仓库、OLAP等多种技术或工具。笔者在做论文期间，参与了国家邮政局的科研项目——邮政客户关系管理系统的设计和实现，在该系统的需求分析和功能设计等方面做了一些工作。本论文就将以此为重点，结合黑龙江邮政的速递业务，探讨CRM系统在邮政行业的应用。在论文的第一章介绍了课题的背景、CRM的发展状况；第二章介绍了CRM和数据仓库的概念，两者的关系及相关的基础理论。第三章，对邮政的现状和CRM的发展进行了全面的分析，阐述了现阶段的邮政客户关系管理系统应采用的开发模式、体系结构和系统要实现的功能目标等。第四章，结合黑龙江省邮政速递局的具体业务，给出了邮政CRM系统的具体实现方案和功能展现。
In recent years, more and more enterprises realize the importance of new technology and new concept along with the aggravating competition. Chinese postal service want to insure its existing profession position and develop constantly,Then it must rely on modern poatal commumication transmission Net and postal comprehensive business Information Network,raise postal service level,win customers constantly and widen market. Postal CRM management software is come out to meet this demand. Customer Relationship Management (CRM) is solutions of management of enterprise's sales and marketing department. It can be seen as a software subset and many technology or tools can be used for its implement, such as Data Warehousing, OLAP, and Data Mining etc. During doing my article, I took part in the research project of national post office-how to realize and design the Post Customer Relationship Management. And I did some research in the demand analysis, the function design and other aspect of this system.
This thesis will discuss the CRM systematic application in postal profession and combine the Express business of Heilongjiang Postal service. The thesis is organized as follows. In Chapter One, the background of the project, and the developing condition of the CRM are introduced. In Chapter Two, The concept of the CRM and Data Warehouse is introduce, the relation of them and the relative basic theory are expouned. In Chapter Three, the present situation of postal service overall is analyzed, expound which kind of pattern and architecture should be adopted in the Postal CRM now and the prospect, and explain the function goal of the System, and so on. In Chapter Four, combining the specific business of Heilongjiang province postal express service department, a specific realization scheme and function display of the Postal CRM is showed.
In recent years, more and more enterprises realize the importance of new technology and new concept along with the aggravating competition. Chinese postal service want to insure its existing profession position and develop constantly,Then it must rely on modern poatal commumication transmission Net and postal comprehensive business Information Network,raise postal service level,win customers constantly and widen market. Postal CRM management software is come out to meet this demand. Customer Relationship Management (CRM) is solutions of management of enterprise's sales and marketing department. It can be seen as a software subset and many technology or tools can be used for its implement, such as Data Warehousing, OLAP, and Data Mining etc. During doing my article, I took part in the research project of national post office-how to realize and design the Post Customer Relationship Management. And I did some research in the demand analysis, the function design and other aspect of this system.
This thesis will discuss the CRM systematic application in postal profession and combine the Express business of Heilongjiang Postal service. The thesis is organized as follows. In Chapter One, the background of the project, and the developing condition of the CRM are introduced. In Chapter Two, The concept of the CRM and Data Warehouse is introduce, the relation of them and the relative basic theory are expouned. In Chapter Three, the present situation of postal service overall is analyzed, expound which kind of pattern and architecture should be adopted in the Postal CRM now and the prospect, and explain the function goal of the System, and so on. In Chapter Four, combining the specific business of Heilongjiang province postal express service department, a specific realization scheme and function display of the Postal CRM is showed.
引文
[1][美]w．H．Inmon著．Buiiding the Data Warehouse．机械工业出版社，2000年5月
[2][美]Lou Agosta著．数据仓库技术指南．人民邮电出版社，2000年11月
[3]CRM是如何管理和改善业务流程的．http://www.amteam.org
[4]CRM与数据仓库协同工作的方法．http://WWW.kmcad,com/crm.htm
[5]CRM实施成功的关键因素．http://www.amteam.org
[6]CRM初阶．http://www.amteam.org/a_crm_cti/a_sketch.htm
[7]成功实现CRM方案的六个步骤．http://WWW.ccidnet.com
[8]全方位企业客户关系管理系统．http://WWW.sotech.com.cn/Solutions
[9]Oracle CRM的组成及各模块的功能．http://WWW.sotech.com.cn/Solutions
[10]冯英健编译．认识客户关系管理中的误区．http://WWW.webcom.com
[11]IBM的CRM解决方案．http://WWW.kmcad,com/crm.htm
[12]丁秋林，力士奇著．客户关系管理．清华大学出版社，2002年1月第一版
[13]黄想亮著．构建基于数据仓库的DSS．http://www.ccidnet.com。2001年10月11
[14]李辉著．数据挖掘在CRM中的作用．中国计算机报2001年第26期
[15]数据挖掘讨论组．数据挖掘资料汇编．2000
[16]数据挖掘为CRM添翼．http://WWW/e-works.net.cn
[17]全国邮政综合计算机网业务规范．邮电部邮政总局1998年1月出版
[18]全国邮政综合计算机网技术体制．邮电部邮政总局1998年1月出版
[19]全国邮政综合计算机网总体方案．邮电部邮政总局1998年1月出版
[20]张海藩．软件工程导论．清华大学出版社，1998年十二月出版
[2][美]Lou Agosta著．数据仓库技术指南．人民邮电出版社，2000年11月
[3]CRM是如何管理和改善业务流程的．http://www.amteam.org
[4]CRM与数据仓库协同工作的方法．http://WWW.kmcad,com/crm.htm
[5]CRM实施成功的关键因素．http://www.amteam.org
[6]CRM初阶．http://www.amteam.org/a_crm_cti/a_sketch.htm
[7]成功实现CRM方案的六个步骤．http://WWW.ccidnet.com
[8]全方位企业客户关系管理系统．http://WWW.sotech.com.cn/Solutions
[9]Oracle CRM的组成及各模块的功能．http://WWW.sotech.com.cn/Solutions
[10]冯英健编译．认识客户关系管理中的误区．http://WWW.webcom.com
[11]IBM的CRM解决方案．http://WWW.kmcad,com/crm.htm
[12]丁秋林，力士奇著．客户关系管理．清华大学出版社，2002年1月第一版
[13]黄想亮著．构建基于数据仓库的DSS．http://www.ccidnet.com。2001年10月11
[14]李辉著．数据挖掘在CRM中的作用．中国计算机报2001年第26期
[15]数据挖掘讨论组．数据挖掘资料汇编．2000
[16]数据挖掘为CRM添翼．http://WWW/e-works.net.cn
[17]全国邮政综合计算机网业务规范．邮电部邮政总局1998年1月出版
[18]全国邮政综合计算机网技术体制．邮电部邮政总局1998年1月出版
[19]全国邮政综合计算机网总体方案．邮电部邮政总局1998年1月出版
[20]张海藩．软件工程导论．清华大学出版社，1998年十二月出版