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CRM[客户关系管理]无疑是2000年IT界谈论最多的话题之一。就象二年前人们谈论ERP以及接下来的SCM,这三个内容已被人们视为e-Business平台的三个要素。如果把ERP比做企业练好内功,SCM比做管道,那么CRM就是企业从以产品为中心逐步转向以客户为中心的外功了。我们不难看出企业已经把关注重点从单纯的产品市场份额转向关注有价值的客户份额上来了,以客户为中心的管理正是CRM应用之处,这也是CRM被越来越多的企业所关注的原因。 那么展望2001年CRM的市场发展会是怎样呢?首先,无论从WTO既将来临而随之而来国外企业的进入而带来的压力,还是国内企业间的竞争的进一步加深,客户关系管理都不是一种nice to have[有当然更好]而是must have(必须有]的解决方案。需求是巨大的,人们对CRM的关注也会是一如既往,并且这种关注更侧重于实施及案例。
CRM [Customer Relationship Management] is undoubtedly one of the topics most talked about in the IT industry in 2000. Just as people talked about ERP two years ago and the following SCM, these three elements have been considered by people as three elements of the e-Business platform. If the ratio of ERP to do business well internal strength, SCM than to do the pipeline, then CRM is the company from product-centric to customer-focused external power gradually. It is not hard to see that companies have shifted their focus from simple product market share to focus on valuable customer share up, customer-centric management is the CRM application, which is CRM is more and more companies are concerned about s reason. So what is the prospect of market development in CRM in 2001? First of all, regardless of the pressure brought by the imminent entry of foreign companies into the WTO, or the further deepening of competition among domestic enterprises, both the customer relationship management Not a nice to have [of course better] but a must have solution. "The need is huge and people's attention to CRM will continue as usual, with more focus on implementation and cases.