摘要随着市场经济的快速发展和全球化步伐的加快，如今的贸易范围也越来越广，交通工具的便捷使人们地域之间的距离越来越小，信息技术的飞速发展也使得人们之间的时空差距越来越小，任何人在任何时间任何地点都可以和任何人进行交易。所以现代的企业面临着更大的竞争。现代企业之间的竞争已从以产品为中心转变成了以客户为中心，客户资源已成当今经济界里最重要的资源之一。要在日趋激烈的竞争中占得一席之地，客户关系管理成为非常重要一个的环节。64931

基于知识管理的客户关系管理是为了细化传统的客户关系管理而出现的。即把杂乱的客户相关的信息进行分类整理，建立客户信息库，建立查询机制，实现丰富的统计查询比对功能，支持个性化提醒，为企业呈现更加明晰和周全的客户关系信息，为决策部门提供更有用的参考信息。从而使客户关系管理发挥更大作用。

本文从客户关系的基本概念出发，先介绍客户关系的发展及现状，再整理出该理论中重要的客户关系要点，提炼出这点要点的知识模型，最后运用J2EE和SQL2008实现一个简单的基于知识管理的CRM系统。

毕业论文关键词  客户关系管理 竞争 CRM

毕业设计说明书（论文）外文摘要

Title    The Design and Implementation of Measure Business  of  CRM System Based on Knowledge Management                                                

Abstract With the rapid development of the market economy and the accelerated pace of globalization, today's trading range is more and more widely, the convenience of transportation makes the distance shorter and shorter between people, the rapid development of information technology also makes less and less differences in time and space among people, anyone can trade with any people anywhere at any time. Modern enterprises are facing greater competition. Competition among modern enterprises has transferred from product-centric to customer-centric, customer resource has become one of the most important resource in today's economic circles. Occupying a place in the increasingly fierce competition, customer relationship management has played a very important role.

Customer relationship management based on knowledge management is used for the refinement of the traditional CRM. That is to say, making  clutter of customer-related information sorted and building customer information database, and creating a query mechanism, a wealth of statistical query matching function, supporting personalized reminding, presenting a clear and comprehensive customer relationship information, which provides more useful reference information for decision-making departments of the enterprises. So that the customer relationship management playing a greater role.

Departure from the basic concepts of the customer relationship, first introduce the development and current situation of the customer relationship, and then sort out key points of the customer relationship theory, extract the knowledge model of this point, and finally implement a simple CRM system based on knowledge management using J2EE and SQL 2008 .

Keywords  Customer Relationship Management Competition CRM

目录

1  绪论 1

1.1  课题背景 1

1.2  CRM发展现状 1

1.3  CRM发展趋势 2

1.4  本文内容和组织结构 3

2  相关理论认识 4