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CRM从物理结构上说是一套智能化的信息处理系统,从功能上说它是将企业的经营、管理导向“以客户为中心”的一套管理和决策方法。其含义可以分为三个层次: 一是面向企业前台业务应用的管理标准,其实质是在关系营销、业务流程重组等基础上进一步发展而成的以客户为中心的管理思想;二是综合应用了数据库和数据仓库技术、数据挖掘技术、Internet技术、面向对象技术、客户机/服务器体系、图形用户界面、网络通讯等信息产业成果,以CRM管理思想为灵魂的软件产品;三是整合了管理思想、业务流程、人及信息技术于一体的管理系统。其实,要真正理解CRM,应该从管理思想、软件产品、管理系统三个不同层次入手,
CRM from the physical structure that is a set of intelligent information processing system, from the function that it is the business management, management-oriented “customer-centric ” a set of management and decision-making methods. Its meaning can be divided into three levels: First, business-oriented business applications for the management of standards, in essence, is based on relationship marketing, business process reengineering and further developed from the customer-centric management thinking; second is the comprehensive application The software product with the CRM management thought as the soul of the information industry achievements such as database and data warehouse technology, data mining technology, Internet technology, object-oriented technology, client / server system, graphic user interface and network communication; Ideas, business processes, people and information technology in one of the management system. In fact, to truly understand CRM, we should start from three different levels of management thinking, software products and management systems,