CRM论文：知识库-律师行业-项目管理.doc

CRM论文：知识库 律师行业 项目管理【中文摘要】客户关系管理(CRM)是网络经济时代下提升企业竞争力,实现并提高企业价值的必然要求。近年来,业界对通用CRM系统的研究已经非常深入,技术也日趋成熟。然而,随着社会行业分工、公司业务流程的不断细化,通用CRM系统已经无法满足每个企业的个性化需求。如何基于企业自身的行业特性、业务流程,开发定制式的商业应用,是CRM技术近几年研究的热点之一。本文以律师行业为案例,通过对业务流程的有效整合,开发以项目管理为核心的CRM作业平台,实现事务所在项目实施过程中的项目控制、沟通、协作、文档管理以及客户关系管理,具体内容如下:1.定制业务流程,建立律师行业CRM系统模型。律师事务所是典型的项目型运作的企业,律师日常的工作基本上都是围绕项目进行的。因此本文在分析当前律师行业CRM应用现状的基础上,简化、优化了各项业务流程,以律师业务管理为中心,兼顾事务所的管理。2.建立知识库。知识库是CRM系统的核心数据来源,律师行业的主要知识来源于办案过程,在此过程中使用的资料、办案心得以及案例都是宝贵的财富。本文通过构建后台网络数据库,将这些知识积累下来,分权限地在全所或全行业内共享、学习和交流。3.构建CRM系统平台,实现律师业务过程管理。主要内容包括案件管理、客户管理、法律文档管理、系统定制等。案件管理帮助律师建立并管理案件,除完成如收案登记、案件任务分配、案件编辑、案件结案、案件卷宗归档等常规性工作外,还可以对收录的案件进行筛选、分类和查询分析等。客户管理主要功能包括:组织和浏览销售信息,如客户、业务描述、联系人、时间、销售阶段、业务额、可能结束时间等;法律文档管理模块提供相关法律文书在线编辑、上传功能,对销售业务给出战术、策略上的支持。系统定制模块得主要功能包括:服务项快速录入、服务项安排、调度和重新分配、用于满足用户的个性化订制需求。【英文摘要】Customer Relationship Management （CRM） is a very important way to enhance the competitiveness of enterprises and improve their value in this network economy era. In recent years, more and more enterprises have realized this trend and carried out very in-depth research about customized CRM system. In fact, as far as general CRM technology is concerned, it is becoming mature. While, with the socio-professional division of labor, the company continues to refine business processes. General CRM system has been unable to meet the individual needs of each enterprise. How to develop customized business applications based on their own properties has become a research hotspot in recent years.In this thesis, the basic modification mechanisms of BaTiO3 have been analyzed. Then novel materials and process are explored and investigated for non-reducible dielectrics. In this paper, the legal profession has been adopted as a demo and through the effective integration of business processes; a CRM platform aimed at project management has been achieved. Based on this platform, some project implementation process such as project control, communication, collaboration, document management and customer relationship management can be operated smoothly. The specific are As follows:1. Custom business processes and establish CRM system model of legal profession. Law firm is a typical enterprise of project-based operation and lawyers are basically around the daily work of the project. Through analysis of the current CRM application of the legal profession, this paper try to simplify and optimize various business processes to business management as the central law and establish a CRM system structure of legal profession.2. Establish Knowledge based database. Knowledge is the core data source of CRM system, the main knowledge of the legal profession from the process of handling cases in the data used in this process, and case handling experience are valuable assets. By constructing a network database, which can realize knowledge, accumulated, sharing, learning and sharing. 3. Build CRM system platform and realize business process management. The main function modules include case management, client management, legal document management and system customization. Case management module help lawyers build and manage cases, such as closing the case in addition to completing the registration, case assignments, case editor, case closed, the case file archiving routine work, also included the case of screening, classification and query analysis; Customer management module provide the key marketing functions such as organizing and browsing sales information; Legal document management module provides relevant legal documents online editing, upload function, given sales tactics, and strategy support; Custom module is the system setting module, which can provide some system setting functions such as service entry, service arrangements, scheduling and re-allocation of the users personalized to meet custom needs.【关键词】CRM 知识库 律师行业 项目管理【英文关键词】CRM knowledge base the legal profession project management【目录】基于数据挖掘的CRM系统及其在律师行业中应用摘要4-5ABSTRACT5-6第一章 绪论10-151.1 什么是CRM？101.2 CRM 的研究现状及发展趋势10-121.3 课题的研究背景及意义121.4 本文主要研究内容12-141.5 本文篇章结构14-15第二章 律师行业CRM 系统需求分析15-212.1 行业现状及问题的提出15-162.2 律师行业的业务及其特点16-182.3. 客户忠诚度分析18-202.3.1 客户忠诚度的概念182.3.2 客户金字塔18-192.3.3 数据维度分析19-202.4 本章小结20-21第三章 系统总体框架设计21-283.1 系统框架结构及技术路线21-253.1.1 技术路线21-223.1.2 B/S 体系结构22-243.1.3 开发工具及运行环境24-253.2 系统主要功能模块划分25-273.2.1 客户管理253.2.2 案件管理25-263.2.3 法律文书管理26-273.2.4 其他辅助功能模块273.3 本章小结27-28第四章 数据库设计28-394.1 律师办案业务流程数据模型284.2 数据库设计28-384.2.1 数据实体-逻辑关系图（E-R 图）29-304.2.2 数据库结构设计30-344.2.3 输入输出设计34-354.2.4 创建存储过程35-374.2.5 数据库驱动链接37-384.3 本章小结38-39第五章 基于KBE 技术的知识库39-555.1 什么是KBE？39-405.2 基于知识的案件信息模型40-415.3 知识库管理技术41-465.3.1 事务所业务知识在CRM 系统中的存储框架42-445.3.2 案例检索44-465.4 分布式协同信息共享46-495.4.1 协同客户的结构46-475.4.2 协同设计应用服务器结构475.4.3 信息共享实现47-485.4.4 更新服务48-495.5 关联数据挖掘技术49-545.5.1 关联分析数据挖掘算法50-515.5.2 Apriori 核心算法51-535.5.3 关联数据挖掘在CRM 中的应用53-545.6 本章小结54-55第六章 系统实现55-676.1 系统功能模块实现55-616.1.1 律师业务管理55-586.1.2 客户管理58-606.1.3 系统设置60-616.2 系统基本结构及特点61-636.2.1 系统应用环境61-626.2.2 数据安全62-636.