论文部分内容阅读
客户关系管理系统(CRM)是提高企业核心竞争力的有力武器,但现有客户关系管理产品存在服务对象简单、功能模块单一以及系统协同能力差等缺陷。针对上述问题,从供应链的视角重新认识CRM的管理思想,提出了CRMII,并在此基础上构建了CRMII的体系结构,设计了系统的相关扩展功能模块。从而有效整合了企业与外界交互的信息平台,为增强CRM的适应性、改善CRM系统的性能和开发新一代CRM产品开辟了新的途径。
Customer Relationship Management (CRM) is a powerful weapon to improve the core competitiveness of enterprises, but the existing customer relationship management products have the defects of simple service object, single function module and poor system coordination ability. In view of the above problems, we re-understand CRM management thinking from the perspective of supply chain and put forward CRMII. On this basis, the architecture of CRMII is constructed, and the related extended function modules of the system are designed. Thus effectively integrating the information platform for enterprises to interact with the outside world and opening up new avenues for enhancing the adaptability of CRM, improving the performance of the CRM system and developing a new generation of CRM products.