%# -*- coding:utf-8 -*-
\pagenumbering{Roman} %定义页码格式为罗马字母
\begin{cabstract}
%[客户关系管理；银行；J2EE平台；数据仓库]
客户关系管理(Customer Relationship Management，简称CRM)作为一种新的管理模式、业务营销理念和信息技术前沿产品，是信息技术与业务管理相结合的产物。银行客户关系管理是指商业银行树立以客户为中心的经营理念，在准确市场定位的基础上合理配置资源，发现并最大限度满足优质客户的需要，持续进行流程优化和金融创新，充分发挥客户经理的积极性，在提高客户价值的过程中实现银行自身价值的提升。

本文首先介绍了银行建立CRM系统的必要性，CRM系统对银行带来的帮助。然后对银行CRM系统进行了需求分析，设计出了银行CRM系统的架构，由三层结构组成，一是数据源层，二是数据仓库分析层，三是界面表示层。其中数据仓库分析层是整个CRM系统的核心。接着本文介绍了开发银行CRM系统的相关技术，采用的是J2EE平台，使用Struts 2,Spring,Hibernate的框架。最后把实现的CRM系统的部分界面截图，以及相关的一些关键代码呈现了出来。
\keywords{客户关系管理；银行；J2EE平台；数据仓库}

\end{cabstract}

\begin{eabstract}
Customer relationship management（CRM），an updated product of a new management model，a business marketing concept and information technology, is regarded as a combination of information technology and business management，which has attracted the attention of management of banking community ever since．Bank CRM means to establish a customer-centric management concept for commercial banks，allocate the resources on the basis of accurate market orientation，enhance the customer managers’ initiatives and realize the upgrading of bank self-value．

   Firstly, this paper introduces the need for banks to establish a CRM system, CRM system for banks to help. Then, Bank CRM system requirements analysis, design the architecture of the bank CRM system, consisting of three-layer structure, one data source layer, is the analysis of the data warehouse layer, interface presentation layer. The data warehouse analysis layer is the core of the CRM system as a whole. Then the article describes the bank's CRM system technology, using the J2EE platform using Struts 2, Spring, Hibernate framework. Finally, the CRM system to achieve some interface screen shots, and some of the key code presents.
\ekeywords{CRM; Bank; J2EE Platform; Data Warehouse}
\end{eabstract}