客户关系管理与客情维护

-1-‧‧1.2.-2-198911‧-3--4-§§§§-5--6--7-CRMCustomerRelationshipManagementCRM-8-CRMSignal-9-MindIdentityVisualIdentityBehavioralIdentitySS-10--11--12--13--14-1st_________________2nd_________________3rd_________________4th_________________5th_________________1st_________________2nd_________________3rd_________________4th_________________5th_________________§-15--16--17--18--19-””””-20-margin-21-CRMCRM-22-/-23--24--25-理行-26--27--28--29-§-30--31-‧‧‧‧‧‧‧‧‧-32-‧‧‧‧‧‧‧‧‧‧-33-‧‧‧‧‧‧-34-‧1.3.2.‧‧‧-35--36--37--38-‧‧‧‧‧-39-‧‧-40-‧‧‧-41-?-42-1.2.3.4.5.-43-1.2.3.A.B.C.D.4.5.6.7.85W2H-44--45-—-46--47-””-48-········-49-CRM-50-1(PointofSales/POS)2(ElectronicOrderingsystem/EOS)(ElectronicDataInterchange/EDI)3(EnterpriseResourcePlanning/ERP)4(CallCenter)5(BI)(DW)(DataMart)(OnLineAnalyticalProcessing/OLAP)6(ExecutiveInformationSystem/EIS)(StrategicInformationSystem/SIS)(DecisionSupportSystem/DSS)(Reporting)(ADHocQuery)7(DataMining)8(Web-baseCustomerInteraction)-51-