摘要：随着市场经济体系的日益完善，各项科技技术飞跃发展，我们现在已经进入了一个买方市场时代，选择空间扩大、购买渠道拓宽、消费心态和购买行为越发成熟，使客户再不会对某一企业或者产品盲目地保持绝对忠诚。在这种严峻的情形下，我们如何不断改善客户关系，掌握更多的客户信息，提高客户满意度；如何在日益激烈的市场竞争中把握机会，占有更大的市场份额；如何建立高效业务流程，降低运营成本，获取更多的利润，这些已成为每个企业所面临的首要问题。60351

企业要在激烈的市场竞争中立于不败之地,就必须找一种全新的管理理念和管理手段,对其内部和外部资源进行有效的整合。新一代ERP产品正在向客户端和供应端延伸,客户端的延伸即是客户关系管理。对于每个企业来说客户管理的完善程度将直接影响企业的经济效益。本文结合久一重工实际的生产和销售，分别从客户满意度、客户信息管理、需求预测和系统管理模块设计等方面，探讨了该公司的客户关系管理系统(CRM)所需实现的功能。

关键词客户关系   客户满意度   客户信息管理   需求预测    系统管理模块设计

毕业设计说明书（论文）外文摘要

Title    Customer Relationship Management System Design of Jiuyi  Corporation                                  

Abstract With the growing market economy improved, the technology develops at a very fast speed, we have now entered an era of a buyer's market, choice of space expand, channels of purchase widen, consumptive mentality and the purchase become more mature. so that customers no longer maintain absolute loyalty to a enterprise or a product blindly. In such severe circumstances, how can we continue to improve the relationship between customer and , have more customers, improve customers’ satisfaction; how to seize the opportunity in the increasingly fierce market competition, to have a greater market share，How to establish a highly efficient business processes, reduce operating costs, gain more profit, each of these enterprises have become the most important issue to face.

Enterprises, which want to put themselves in an invincible position must find out a new management concept and management approaches, and effectively integrate its internal and external resources. A new generation of ERP product extends to the client side and the supply end, client side extension is the customer relations management. Each enterprise customer management perfect degree directly affects the economic efficiency. This combined with the actual production and sales of Jiuyi, respectively, from customer satisfaction, customer information management, demand forecasting, and system management module design, to explore the company's customer relationship management system (CRM) functionality required.

Keywords  Customer relationship management  Customer satisfaction Customer information management    Demand forecasting   System management module design   

1.0  绪论 1

1.1  研究背景与意义 1

1.2  公司介绍 2

1.3  国内外相关研究及发展趋向  2

1.4  可行性分析  3

2.0  久一重工客户信息与客户分类 4

2.1   客户等级分类 4

2.2   客户信息卡设计 5

3.0   久一重工客户满意度 8

3.1  久一公司客户满意度调查问卷8

3.2  久一重工客户满意度指数CSI模型及其计算11

3.3  久一重工客户满意度指数计算举例15

4.0  久一重工客户需求预测 16