第十九章客户关系管理(CRM)(管理应用系统分析-哈工大

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MASCRMnnnnCRMnCRMCRMnnnn“”“”CRMnnnB2Bn/nCRMnCRMnnnnCRMnnCustomRelationshipManagement,nnCRMnnCRMn“”CRMnCRMn“”nnCRMnCRMnnnnCRMnCRMnCRMnnnnnCRMnCRMCRMnCRM—nnnCRMnCRM—nnnnCRMnCRM—nnCRMnCRM—nnCRMnCRMnnnCRMnnnCRMnnnCRMnCustomerValuen(RelationshipValue)CRMnWoodruff”nCRMnnKaiStorbackaCRMnCRMnCRMCRMnCRMnfrontofficesystemnnnnWEBCRMnCRMn199019901996199619991999CSSCSSSFASFACALLCENTERCALLCENTERee--CRMCRMCRMnCRMnsalesforceautomation,SFAnnnnCRMnCRMnSFAnnnnnCRMnCRMnn§§§§§§nCRMnCRMnnnnCRMnCRMnCustomerService&Support,CSSninternetnn§§§§§§CRMnCRMnBusinessIntelligenceBInSFACSSnn§§§OLAPCRMnCRM—nCallCenterCRMnCTInCCcustomerinteractioncenterCICCRMnCRM—ndatawarehouseDWCRMnCRMnnnCRMnDWCRMnnnnnCRMnn90nWilliamInmonCRMnnnnCRMnCRMnCRM—ndataminingDM”Fayyadn“”NCRCRMnCRM—nIBMn“”SASCRMnnextractingpresentingnCRMnOLAPnnOLAPnDMnCRMnOLAPnnCRMnOLAPDBMSMDDBRDBMSCRMnOLAPnROLAPOLAP—nWOLAPWEBCRMnnCRMnOLAPBLOORRESEARCHOLAPDMCRMnnnnnnCRMnnnnnnnCRMnnnCRMnNCR///CRMERPnnn“”ERPERP“”CRMERPnn“”nBAPIERPnnCRMERPnCRMnSIEBELCLARIFYnBROADVISIONOPENMARKETnERPSAPORACLEPEOPLESOFTBAANI2nSYBASENCRCRMERPn“ERP”CRMCRMERP5nSIEBELENTERPRISECONNECTORSAPBAPIeACP(e-businessAdvancedCommunicationPlatform)nSYBASEREPLICATIONServerSQLRemotennnn

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