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1、 摘要 摘 要I互联网+时代的到来正在深刻改变企业交付价值的过程，客户参与是这个时代的企业获得快速增长必不可少的因素之一。客户关系管理软件对于有效提高企业客户管理的效率的意义重大。本文面向当前迅速发展的服务外包行业，结合中小型服务外包企业的客户管理需求，基于 JavaEE技术和主流的前端实现框架，利用 SaaS架构对服务外包企业 CRM软件系统进行了分析、设计与开发。服务外包企业 CRM按照功能可分为租户端子系统和运营端子系统。租户端是服务外包企业端，他们通过本系统提供的功能实现市场管理、销售管理和客户服务管理、数据分析，并可以使用系统提供的工作日志、移动外勤等功能提升工作汇报、客户拜访的效率
2、；运营端对注册使用的服务外包企业进行管理，进行在线服务；租户端和运营端结合，可以使服务外包企业以较低的成本，尽快享用到客户关系管理系统带来的工作便利与效率提升。本文在系统设计过程中，针对服务外包企业需求进行了深入细致的需求分析，明确了系统的高层次目标，并以此为基础对系统的功能、性能、安全性、可用性等需求进行了规格化，以指导后续的设计工作。在设计阶段，首先进行了系统业务架构、应用架构、数据构架和基础架构设计，并在此基础上对 UI、接口和类进行了设计，进而确定了系统蓝图。在系统实现阶段，选择了以 JFinal为框架的 JavaEE技术，结合 MySQL和MongoDB 数据库进行后端业务开发，以
3、Restful 风格的 API 展示给前端和第三方系统；以 HTML5+CSS3+JavaScript构建前端布局，以 Vue.js和 Jquery 实现前后台之间的交互，从而构成了完整的系统。该系统较为完整地支持了服务外包企业的客户关系管理各个场景的需求，并结合微信企业号平台帮助企业快速实现办公的移动化，与企业内部项目管理系统的结合有助于企业快速形成业务闭环。在完成系统的分析、设计和开发工作后，本文对服务外包企业 CRM进行了系统而严格的测试，从功能、性能、安全、可用性等方面检验系统是否符合预期的设计指标，为系统上线交付提供了质量保证。关 键 词：客户关系管理；服务外包；微信企业号；SaaS
4、；JFinal论文类型：应用研究选题来源：企、事业单位委托项目 ABSTRACT IIABSTRACTArrivaling of the Internet plus era times profoundly changed the value deliveryprocess for enterprise. The participation of customer becomes one of the essentialfactors for enterprises growth. The management software of customer relationship caneffe
5、ctively help enterprises improve the efficiency of customer management. Thispaper oriented to the outsourcing service industry, combined with the requirements ofcustomer management for small and medium-sized enterprises, utilized JavaEEtechnology and the main current of front-end implementation fram
6、eworks, analyzed,designed and developed the CRM system for outsourcing service enterprises which isbased on SaaS framework.The CRM system of service outsourcing enterprise is composed of tenant-sidesubsystem and operation-side subsystem. The tenant-side subsystem is located inservice outsourcing ent
7、erprises, which realize market management, sales managementand customer service management, data analysis function. Furthermore, they can alsoenhance the efficiency of work report and customer visit by means of the work log andmobile legwork function. The operation-end subsystem provides managemet o
8、f theregistered service outsourcing enterprises and the online service. The combination oftwo sides of the CRM system enables the enterprises to enjoy the convenience andefficiency improvement at a lower cost.During the process of system designing, the demand of service outsourcingenterprises is ana
9、lyzed in depth, and the high-level objective of the system is well-defined. In order to guide the following work, functional requirements and non-functional requirements of the system are all standardized, such as function,performance, security and usability etc. The UI, interfaces and classes are d
10、esigned onbased on the foundation of system architecture, like business architecture, applicationarchitecture, data architecture and infrastructure, which finally determined the systemblueprint.In system implementation phase, JFinal framework based on JavaEE technology isutilized and combined with M
11、ySQL and MongoDB database for the back-end servicedevelopment, the Restful style API is adopt to the front-end and third-party system.The front-end layout is constructed with HTML5 + CSS3 + JavaScript, the interactionbetween front-end and back-end is realized through Vue.js and Jquery, which build a
12、 ABSTRACT complete system. The system satisfied the customer relationship management forservice outsourcing enterprises, and realized the mobility of office rapidly byimplementing on Wechart Enterprise platform. Meanwhile, the combination with theinternal project management system can help the enter
13、prises to form a closed businessloop quickly.After the analysis, design and development of the system, the software tests whichinclude the aspects of function, performance, security, usability is performedsystematically and rigorously to make sure that meet expectations. The tests guaranteethe quali
14、ty for the system delivery.KEY WORDS: Customer relationship management; outsourcing service; wechatenterprise; saas; JFinalDissertation Type:Application researchSubject Source: Enterprises and institutions entrusted projectIII 目录 目 录IV第 1章 前言 11.1 研究背景 11.2 研究现状 21.3 研究目标 51.4 主要研究工作 61.5 内容组织安排 8第
15、2章 相关技术 92.1 技术选型概述 92.2 后端接口实现技术 92.2.1 MVC设计模式 92.2.2 JFinal 102.2.3 MySQL数据库技术 112.2.4 MongoDB数据库技术 122.2.5 Tomcat服务器 122.3 前端开发技术 122.3.1 HTML 5 132.3.2 CSS 3 132.3.3 BootStrap 132.3.4 JavaScript 142.3.5 Vue.js 14第 3章 系统需求分析 153.1 系统目标与范围 163.1.1 系统目标 163.1.2 系统范围 163.2 租户端子系统需求 183.2.1 市场管理模块 183.2.2 销售理模块 213.2.3 客户服务与支持模块 263.2.4 系统管理模块 283.2.5 系统辅助模块 29 目录 V3.3 运营端
