酒店客户关系管理论文

江西理工大学南昌校区

毕业设计（论文）

题目：酒店顾客关系管理

系部：经济管理系

专业：中外酒店管理

班级：13酒店管理

学生：庄祥辉

学号：13436131

指导教师：王玉萍老师职称：讲师

目录

中文摘要 (Ⅰ)

英文摘要..................................................................................II 1 引言. (1)

1.1系统开发的背景 (1)

1.2研究现状 (1)

1.3系统开发的意义 (2)

2 系统分析 (3)

2.1系统的需求分析 (3)

2.2系统的可行性分析 (4)

2.3系统运行环境 (5)

2.4开发环境的说明与安装 (6)

3 系统概要设计 (7)

3.1系统总体设计 (7)

3.2数据库设计 (10)

4 系统主要功能模块的详细设计与实现 (12)

4.1系统界面 (12)

4.2重要代码 (13)

5 系统的测试与评价 (18)

6 结束语 (20)

参考文献 (21)

致谢 (22)

酒店客户关系管理的分析与设计

摘要：客户关系管理(Customer Relationship Management，CRM)是以“客户为中心"的经营理念的集中体现，随着商业竞争日趋激烈，客户个性化需求在更显著的市场竞争环境下应运而生。近几年，随着我国国民经济的迅速增长，酒店数量不断增加、客源更加丰富多样化、市场更加广阔，酒店业面临着日趋激烈的竞争环境和不断攀升的客户期望。因此，酒店需要一种适用于其自身的可以有效的帮助酒店正确识别客户价值、改善客户关系、提高客户满意度、降低管理成本的CRM系统，来帮助增强酒店的核心竞争力，使酒店在竞争中取得优势。

本文的研究目的是针对以前酒店手工录入数据的繁杂与数据利用率低下的情况利用计算机相关语言，数据库相关知识创建酒店客户关系管理系统，实现客房信息的增删改查，客户住房信息的录入，以及结账信息的实现，方便酒店管理人员的操作。最后表明本系统中得不足之处，并对酒店客户关系系统进行展望。

Analysis and design of the hotel customer relationship

management

Abstract：The Customer Relationship Management(CRM)is the centralized embodiment of the management idea which takes the customer as god．As the comrnercial competition goes cutthroat day by day,it satisfied the atmosphere of a more obvious of the customer's bardian requests．In recent years，with rapid growth of our coun try’s national economy,the number of the hotel increases，the source of customers is rich and multiple，the market is broader and diversified,so that the hotel industry is facing the competition environment which is dog-eat-dog and the customer expectation that keeps climbing unceasingly．The CRM system suitable for hotel management can effectively help hotel recognize the customer value correctly,improve customer relations，enhance the customer degree of satisfaction．reduce the management cost,thus it can strengthen the cost．

The purpose of this study is the use of computer-related language, the complexity andlow utilization of data for the previous hotel manual data entry, database knowledge tocreate a hotel customer relationship management systems, rooms information, additions and deletions change the check, the entry of client housing information, as well asthe realization of the balance sheet information to facilitate the operation of the hotelmanagement staff. The last show that this system, inadequacies, and hotel customer relationship system outlook.

Keywords: hotel customer relationship system; JA V A;hotel management