随着市场经济发展和竞争的加剧，企业为提高竞争力不断推出新的发展思路和方法，其中客户关系管理（Customer Relationship Management）就是企业为达到竞争致胜、快速增长的目的而提出的一种新的发展战略。客户关系管理系统本身蕴涵着大最的空间信息，而这些信息对企业实现服务自动化、更好的了解客户以及对企业进行决策支持等都发挥着巨大的作用。然而传统的客户关系管理系统不能处理空间信息，而GIS技术的成熟发展则弥补了这些不足。GIS技术为客户关系管理系统提供了可视化功能，通过含有GIS技术的客户关系管理系统，不仅可以将客户的空间信息可视化，这样有利于企业对客户的直接服务，更加有利于企业对自己的服务站点与现有客户的区域分布的了解，以便最优的配置自己的服务站点为客户服务，同时采取相应措施发展其他客户分布密度较低的区域的客户数量。当今基于Web技术的CRM系统已成为企业客户管理和销售管理的重要工具，论文在这样的系统中融合WebGIS技术，引入客户等对象空间信息，为CRM系统的客户服务和决策支持提供了更有效的分析手段。 论文以ASP.Net(C#)和ArcGIS Server技术为基础，结合CRM和GIS理论及WebGIS关键技术，以大型设备制造商的客户关系管理为原型设计了基于WebGIS的CRM系统，并实现了部分功能。 论文首先介绍了CRM基本原理及WebGIS开发技术；然后对WebGIS服务器平台ArcGIS Server进行了深入研究，介绍其基本组成和体系结构；并简要阐述了系统的空间数据库引擎（ArcSDE）和数据库存储系统Sql Server2005相关概念。最后采用软件工程的思想对基于WebGIS的CRM系统进行了总体设计，数据库设计及系统界面设计,开发了基于WebGIS的CRM系统，并对系统的结构、功能和实现进行了介绍。 本文的研究为基于WebGIS的CRM系统提供了一种理论依据及技术实现手段，具有重要的现实意义。

With the development of the market economy and the intenseness of the competion,Enterprise continually bring forward new concept and method to promote abilities of competition,in which the CRM (Customer Relationship Management) is one of the new strategie to help the corporation make progress and successes in competition.CRM contains abundant spatial information,the information play important part in helping the corporation realize the automation,making decision support and knowing more about the clients. However, the traditional customer relationship management and can not effectively deal with spatial information. GIS technology is to handle geo-spatial information. GIS will be the introduction of customer relationship management system to fully exploit the inherent value of spatial information, Provide intelligent decision-making Services. And plenty of data presentation become more intuitionistic and more integrated.CRM(Customer Relationship Management) based web teehnology is an important tools of customer sale management，which adopt web teehnology and include spatial information of customer and the other obect,which provide a more effieient analysis tool for customer service and decision supporting. This paper is based on ASP.Net (C #) and ArcGIS Server technology,which combines CRM and GIS theories with WebGIS technology,has designed a WebGIS-based CRM system with large equipment manufacturers as a prototype of the customer management, and implement of some functions. First,the paper introduces the basic principles of CRM and WebGIS technology；then the paper investgates the system’s WebGIS platform-ArcGIS Server deeply,and discusses its composition,architecture；And briefly described the system's spatial database engine (ArcSDE) and database storage system(Sql Server2005).Thought the use of software engineering，the thesis makes a colleetivity and database design and system interface design, And development the system, makes a introduction of framework，function and implementation. The paper could provide theoretieal basis and means of teehnology realization for a WebGIS-based CRM system.And it is of great practieal signifieanee.