CRM 
      ʲôCRM  
  
     CRM (Customer Relationship Management)ͻϵںҵ ITͻʵֶԿͻӪԿͻΪĵҵӪļʵֺ͹ʵ֡ĿǰܶýϽCRMʱؽ似ԣʹ߲һ⣬ΪһͿʹãCRMıʵӪһֶԿͻΪҵӪϵͳ̡

CRMĸԴǼĽӪݱȻгУҵ쵼߷ִͳ4PΪгʵֵӪԽԽ޷ʵӪĿꡣͻϵķע4pؼҪصͬʱӳӪϵиֽ湦ܵϣصӮÿͻӪصӿͻһתƵͻϲұ֤ҵʵʱ䡢ʽ͹ԴֱӼؼϡµCRMʵʩӳͳӪͻı仯

CRMӦõԴҵԿͻڹĹֹΪͻҵҪʲҵϢ֧ϵͳڸͻϢȨҪ·չɹĿͻȨƲ߿ͻҳ϶߹˾ʡ

ҵ粻øֹߺͷвҵ̡ITԴĿǰչĵıݡӪCRMǹҵҶԿͻΪĵӪ

ͬʱCRMڽĴӦ鹦ITĽرǻĽûԻΪĵļƶCRMʵʩر˵CRMļӦðھݲֿ⡢CALLcenterĸԻϵͳȵȣЩCRMӦöٷչ 
    
      CRMеĹ  
  
 CRMеĹгӪ 

CRMCustomer Relationship Managementͻϵǰ͵Ĵ󳱽йġOracleǰйʼ˿ͻϵCRMгռ 

緢չͻϵĹ1980νġӴ(Contact Management)רռͻ빫˾ϵϢ1990ݱɰ绰֧ϷĿͻػCustomer care 

ӹѧĽǶ죬ͻϵԴڣCRMгӪۣӽĽǶȿ죬ͻϵCRMǽгӪĿѧͨϢֶμ棬ȫģռӦá 

гӪΪһŶľѧнʷʮгӪۺͷƶҹҵķչ̵ӰҵľӪԼǵʽϢĳ㷢չΪгӪռӦÿ˹Ŀռ䡣ǿϢѸ͵书ܣôǰƻС˵дķʽ˼άЩ棬Ϣȡܡ 

CRMпͻҵһҪʲ 

ڴͳĹԼеĲƶ,ֻг豸ֽ𡢹ƱծȯʲſƼķչʼѼ˲ΪҵʲԼԼ˲ż԰ٰӡȻֻʲһֱջʽģǿʽġǴͳĹ̶ʲʲۣ³ֵ˲źͼʲۣҵܹʵֵּĲȫȱٵĲ־ǲƷʵֵ׶ΣͬʱҲҪĽ׶Σ׶ε߾ǿͻ 

 ԲƷΪĵҵģʽԿͻΪĵҵģʽת, ڶҵʼͻΪҪʲ,ϵĲȡַʽҵĿͻʵʩػ,߿ͻԱҵ̶Ⱥҳ϶ȡǿ,ԽԽҵ,:ͻ롱ͻϵۡͻϡͻԶǶԵġȵȡ 

ͻػCRM 

ʱҵͻṩۺΪضƷһ֧֡ԭⲿֲƷҪڽά磬õԲƷȵȡۺϱͻΪǲƷһɲ֡ûۺ񣬿ͻͲṺҵĲƷЩۺĺõĹ˾г۾ʹơ֮ЩעۺĹ˾гڲĵλ 

ͻػᴩгӪлڡͻػµķ棺ͻ񣨰ͻṩƷϢͷȣƷӦйر׼ʺϿͻʹá֤ȫɿָҵӴĹпͻ飩ۺ񣨰ۺĲѯͶߣԼά 

Ӫ,ͻػעҪڽ׵Ĳͬ׶,ӪѺáЧķΧԿͻػĸʵӪǣƷͷǿͻػĺģͨʽۼ͹ϵCRMĿͻػģֵؽйصӪУʹÿͻػǳܹͨһϵصָҵʱԿͻĹػԣʹÿͻҵߵҳ϶ȡ 

ͻػĿǿͻҳ϶ 

һЩǳȨо,ĵоԺֱóһЩ,ѿͻٷֵ,ҵһһǳĿͻ乺Ըһͻ߳2/3Ŀͻ뿪ӦΪӦ̶ǵĹػ93%ҵCEOΪͻϵҵɹ͸оҪء 

ͬҵĲƷһ,ͻͬҲڵġͻıԽ,ҵͶʻرԽ,ӶҵͻԽɴ˿ɼͻǳǳҪʲôĿͻ,αͻǶҵҪ⡣ 

ҵĿͻǧ,ҵ˶Ŀͻ˽?˽ͻ޷ԿͻӦòȡִʩϸֿͻ,ϸֿͻӦȡʽг,ȡ̶ֳȵĹػʽ,ܹϵͻ,ҵͳͻϵٵս  
 





























 CRMڼ򵥶ѸٵӦ 
 
  
    ͻϵܻͻԲƷ飬׷㡣ȻʵȻˣͻЩѶӦ̻вκε顣ҪѸ٣࣬ɿмֵķ񡣿ͻΪ̶ܴܹȥӰ죬Ǵ󲿷ֿͻ۵ǶԷ鶼ġ죬ʹͻȡҳ϶ȡֱֵ֮ϵѵõ㷺Ȼ֣ҵͻ貢ҷЩȴ١

    ǿǿͻϵʱǲõ飬ߵ绰˽ͻϴιͨĸ롣ҵĵ鶼ַͨǻ򵥼¼·ĴϢܾݴ˲ȡʵж

    ʵϣԴԻԣһָõķͻȡͻ㳤һֱģҪֻȥռ⡢ȻҪʵʩ

    һµĵŹӦ̡ܲȥķεĳɹǳڶ˵ʣӳ⣬޷򵥶ѸٵĻҪϢĿġڴ绰УΪһͻڸߵ绰˾㲢ǵķԼṩЩǶġ

    ౻Ϊҵѷ˾ΪռճͻϢܶҵֻǹעͶߣǳ֮ΪӴĿ˽ͻϵеĸڳ˴ҳĸԴϵͳأʵĽнŬȻлرģѷ˾һֱͻЭĿͻ󽱣ȥҲһڱ88%Ŀͻȡ

    LimebridgeѾһ߿ͻȵķ̡ڼЩ㹫˾ܳȷͻĻ

1. ͻڵܵͶߵʱ򣬶Ӧÿʱÿ̡ͻճӴ

2. ԿͻӳʵҲȡжͻ˵ʱҪΪһοͻϵ񻯵Ϊȱͻùͨ

3. йעԴЩԿͻӰĿϣӶﵽṩ򵥣ݺмֵķҪҳεԭ򣬶Ǳ

4. һ׹ָͬȲͬĿЧЩָӿͻһʱڿͻ˵ѯ٣˵֮ĹͨˣͻҲͬˣ

5. Ͳ֮ҵЭܰйԱͻϵҪϵͳʱԵЭǽ

6. ׷һСҳڿͻáҪƵжʵǵμ¼ȵķݡͬҪ̣粿ŵЭ

7. صһ㣬¿ʼȷͻʵʩжһܼͬƶŵĹ̡

    ѷ˾ѸٵķԴһõķ񡣻仰˵ҲǷѾ൱ãͻӲҪͨ绰ķ档ӳѷÿͻӴͻǵķȡжԽ̽ѷʮЩȵĹɶ϶⣬ǽͬһͻӴĴΪͻݡ

    LimebridgeBUDDϿչһӢҵĵ鷢֣77%ҵΪԼṩͻķǼѸٵġ󲿷ռÿͻԼҵЭϵĲ㡣ԣҵʶҪΪͻṩѸ١ɿķкܳһ·ҪߡǶȥ⣬ҵѷͬʶͻȼҳ϶ȴﵽ߷ı֮·
 
































ΪҪCRM 
 
  
     ˵̸۵ĿʵʩERPPDMMESϵͳΪкҪһCRMҲΪҵҵϤͻ͹Ӧ̵ҵ 
    ֻзҵCRMʵʩл롣ҵҲʼʶ档 

̽ǵITԼЩܹЧʵϵͳ޿ɺǡЧͽƷҵ֮ӦչITĿERPҵԴ滮MESִϵͳǣβܸͻ͹Ӧⷽҵأ 

Ĵ𰸿ܾʵʩCRMͻϵCRMڷҵΪһЩҵ㷺ãڣмгҲʼ̽ͲCRMĵĲЧʶǸӪۺͷ 

CRMERP 

Ȼһ¼ʱȿǵľǼ۸CRMĳɱΪһĲƷERPϵͳһ֡мг˵ܴҵģװڼԪʮԪȡĺ̻ҵֱгԵCRMӦǻչʹӦҵ̡˫ġǿеչۣչʾΪõ̡Siebel (San Mateo, CA)ĸ߿Ƽ빤ҵܾCurt Lockton˵Siebel һҵӦṩ̡˵ǻὫ߽бȽϣ˽ﲢһЩرķչۡ 

ȻCRMĶѡ޾һԭ뱣֣CRMERPϵͳɡ磬Ŀڣͱʹ۵ԱܹʱΪͻṩۡԱ޷ʵʱʵǰļ۸Ϳ޷ġ 

CRMERPļɣѡʵʩһ׼CRMģERPҲѡ񼯳ɡ㡱ĲƷERPϵͳмɶCRMERPӦѾӵмɵϵͳԱҪݡȥĶͬʺŵȵȡCRMӦǵĲƷǴӿͻĹ۵ERPǴ̵ĽǶȳġ 

ΪҪCRM 

CRMȱҵЩԿͻΪĵҵźƷ׷ٳǧĿͻ̲һǵĿͻȽ٣ȴߵöࡣһͬһͻ۲ƷMapics (Alpharetta, GA)ǰ˰칫Bill Lilegdon˵Mapics (Alpharetta, GA)һERPCRM͹Ӧ̡CRM̵˽ͻеΪȷĹϵҵĴҵпͻʹͳĻᡣCRMĹؼÿͻйø㡣˵ھõԣҵؽ豣ͻʹһЩҵԤڸCRM 

LocktonһSiebel CRMķɻΪɹýܹ׷ٷ󣬱༭ݲЩĿͻͼúɫҵͿԹעЩͻڹϵûжǰLockton˵̵׼ʱʸ45%83%ЩͻԼ70%ͬʱۻ40%⣬Ч30ھֳˣҲһջسɱȡӮ 

˵мֵCRMĪĿˡҽCRMҵͻҵĽ㡱Oracle (Redwood City, CA)CRMӪRobb Eklund˵Oracle һҵӦṩ̡ERPCRMṩExact Software (Delft, The Netherlands)ĲƷGlenn McPeak ͬ⵽ͻӦżиһҵڲȱ˵κοͻԴ绰һѵ⡱ǳԼĲƷôˡCRM ǰ˰칫ϵӶʹǰհԡ֪˿ͻôƷͿÿͻ֪ 

һ߼ֵCRMߡLilegdon ˵ǲԸһ޷Ķṩ۵ġͻܻ˵4֮ǰ˶ЩĶʱܹйϢɶЩʹôйøסͼ۸ͬ£ķͳ˾ء 

ԶCRMܰƻĲƷͬʱ۲Ӫ֧OracleEklund֮ΪӪ ԸԻķʽʵʱͻƷͷ񡣡磬ǼĿͻһƷǿֲƷĳЩܻ򿪷µĹܣôͻݿеĿͻдͬʱۺӪŶӦܹͨCRMݿʸòƷĶϢEklund˵ĿӪڽ̵ӡˢ̿ԲٳǧӡˢԼƷвƷĿ¼ǰѲƷӡɽСĿ¼ʼĸЩCRMֺĿͻ 

ʵʩϰCRM 

˼۸ҵڿCRMʱһϰڲ̱磬۷ϰҪҪԱ¼ݡLilegdon˵,ԱǵԼûָʱ˰ѱף¼ݲ԰Ǳͻ 

Exact SoftwareMcPeakʾͬ⣬͵ԶCRMҪȫԱڲɡ˵㿴ûʹǵĹʱԭ֮һûиֵܵǲǡãǡѵΪʱõ̵µġ⣬ΪȷԱʹùߵõ㻹һЩⷽĹԱ֪CRMϵͳʹÿ˶ͬȵ棬ȴȷȷʵʵҵ 

CRMӦ˵Ҫ˷ϰûĻɡOracleEklund˵ȥһЩӦ̹ŵCRMܴ棬޷ɹҪʵǡƾʲôȷһɹܵҵĿжٲ𣿡LilegdonЩ˻Ӧ˵ҪǿһCRMʵԡĲ确ͻϲ㡯ԻرCRMʵԻرġ 

CRMҪеĲ֮һ񡣿ͻܹͨInternet ʶϢǴ绰̡McPeak ˵Ʒϣ绰CSRͻ˽һЩϢҪǵһͼ꣬¼Ȼȡݡ⣬һ´춨Զe-mail԰һ״̬ӡͻܹĽڲ׷Ĳǿͻĸƣͬʱ֮Աشͻѯ̻ԽԼɱ 

̾ǣһЩȻЧжӣǶԲCRMԥEklundЩ˵ʹǻûCRMҲʵʩCRMۣӪ绰CRMʹЩԶЧһµĲϡ 
 
 








 ҵCRMͻƹ뷢չƿ 
 
  
  һʺCRMɳĻγ

йҵλ˵ǼӴ󣬽ҹͨҵṹĵ,ͳֱĿǰӦ130ҡйչҵԣҲȽͻýרҷ˲ٸ߼ﲻҵķΧʵ̫ˣͨƷ߿ƼĺպĿǰҵͨΪɢ죬ʵʰҵϸ֣ΪǾ޴ġ
ǽ۵ҵӦ۶5000ϣɹڶٷչҵЩҵ߱һϢǿһͳ֣"ҹ47صеҵϢͶʽӽ60ԪͨʵʩҵϢ̣ҵ쵼ձ˶Ϣʶǿ˶ϢͶ룬ҵгߡ"

ݱҹҵϢĴ󻷾õԸƣҵҵϢԳЧCRMɳĻѳγɡ

ΪִҵĿ

ʮǰԺʹAutoCAD/Microstation豸ѡ͡ͼֽʱӻͼǴӡһžͼֽɹͼ󣬽ʩλеǺε˷ܡЩӦǷǳͨƷʽˡҵӦCAD/CAE˲㻯ERP/SCMǺܶҵѡЩҵӦPDM/PLMҵǿƷ󣬷ԼӪĲ㣬رЩٷչҵȫؽӪ磬ԱԽԽӴӪѸ٣ҵҿͻ½ֱԼܵԽԽ죬ιͨϢ˥ءҵԽԽԶʱĿҵ쵼ʶӪϵΪ뷢չƿڣôνһƿأαΪִҵĿ仰˵ַͨʽܹЧӪϵսܹʱȡͻסͻ߿ͻȣ޶ȵͻ/ֵΪҵھЧЧ˫أҵľѰߡ

ѡCRM˳ӦҵսԷչ

ܶ˶ԤйδΪ"ҵ",ʱ䳤,˵һ:ҵľԽԽңҵ"ս"ʱѾ١һսӪϵΪͻƹ뷢չƿѡCRMǿԿͻΪĵִҵԿͻֵжг󣬶תսԴ"Ʒ""ͻ"ɵҵһļϡȻת䲻˵ƷͨCRMͻҵĹܹͨʹҵʱ˽гı仯гѸٷӳҵڲĹʵԻʹһҵܹΪչҵ빩Ӧ̡̡̡ûγִҵеԵļֵʵֵּϵĹӮҵܳȶسɳҵ"һӥһĿ⡢Աһٶȡʨһ" 

ġ쵼ʶܹݽ

˵ĻѹҵսҪCRMҵĴѾˡҪңҵ쵼ȷʶز١CRMΪһֹ˼뱻ϢʱCRMʵʩĳɹʾʹˡʶ⣬˵ҵ쵼ʶѾݽˣı仯CRMѡ͡ʵʩ"ITŻϢ"𣬶"ܾ/ߴ/ҵ"ǣͷϣȷCRMʵǸҵ·硢עͨٽҵҵŻҵ̡ЭͬŶӣɵĿꡢתעع̿ƣҵ͸ʱص˽һսʱεԴսԲҪƴгγƣƻΪʤơ

塢ǹؼ

CRMʵʩʵҵеԱĹͨЭ漰ԱʶCRMܹҵеΪʵʩŶҪ⡣ʵʩŶӦЩ˼ԾйʶһӰʵȨɽ齨Ϊʵʩ"ƶ"ոձҵѧϰǿ齨Ϊ"ҵִ"á̤ʵϸɡҵϢ齨Ϊ"Ϣ"ڷ̸ÿ˶ԼĿǡĿ꣬Ҫǲҵ꣬CRMɹʵʩҪ˵Ĺ

ҵʵֻ

ٷչҵӪϵһ㶼ȫ죬Ϊҵķ֧ǻҵչԪCRMܹһչӦãζCRMҵCRMӦòһܸߣһͽۣۡȴĿͻϢϡס֣ȤĶӦԱҪĳҵķ֧ͨύһݷܾʵʱԼCRMϵͳпϢʾ֧Ҳ̿ĽһƷǳ򵥵Ӧãҵȴ൱Ӱ죬ǰٵͨʼߴɣʼղ˴ֽŵʹã۴Ӱȫԡٶȡ÷棬CRMı仯㣨ִв㣩в㣨㣩߲㣨߲㣩CRMϵͳʵֻЧشٽ˹˼롢ʽת䣬ʹҵܹΪһгζ

ߡϢͶʵı

ҵʵʩCRMϵͳʱһ⣬ǲERPͬCRMѰרҵCRṂʵʸڿCRMERP⣬ϵĿʵЧʡϢ˳ĴгṤԱĸǴһЩ߲εĹҵϢͶʵıãCRMɹʵʩҪ֮һ

ˡҵ仯

ʵʩCRMҵ뿴ͼӰЧʵʲ򵥣ؼǳĿȷǷСкʵʣгĿǷȷÿһܹЧ"ҩ"ҪõĶࡣһЩҵǰزƷһбĲԣͨͻƽҵӪƽ㣬·ͨԿͻϢϣҵԼļֵͻҪǣҵʵʩCRMУҵӪĹ˼·ھǱҵеӪ֪ʶ뾭飬ǼɸѡγʺڱҵӪ񷽷ۡ

šCRMӦ·ͼ

CRMӦҵһһϦ飬ʵʩ׶ֻ·ţҪҵӪ쳵Ҫҵڼ֡Ӧ·ͼӦչǰ
һ׶ΣгۡҵݵĻۣͻ/ϢϣһĲѯͳҪֵּͻ/飬ܹҵ̿ƣγɲżЭͬս
ڶ׶ΣҵšԱҵϵͻ//Աֵ߿ͻ//Աȣ׼ȷĽгԤ⣬ΪҵṩݣγЭͬս
׶ΣͨCRMϵͳܹгӪľ߹Ϊзϵṩг󣬰󿪷Ʒ֯ԿͻֵΪĵҵģʽγҵЭͬս
Ľ׶ΣCRMϵͳҵϵͳȫϣͨҵǰ˵Żϲɹ϶CRMϵͳΪҵƽ̨м㣬ϿͻҵϢڲERP/PDMϵͳдݣչҵֵԸǿͶг 
 






















  ҵCRM10 
 
  
 100λITۣӪͿͻнͶƱܻõ99ΪʲôǲܣӦΪҵͶʹCRMɡʣµһλ˵Щ뷨̫ûˣҪCRM 

ΪʲôΪǲ˽⣡ 

ָҵҵΪǿͻϵ(CRM)ҳʮɡҵɷѿĵɲCRM۵绰CRMֱӽֽ¨ǳ֪ʲôǶǺõģ 

һ˰һλڹʴ绰ķһ˵Һ⣡ͼ޵֪ʶԼݽƻû̫ʱѧϰгϵרҵ֪ʶҪĶͶʡ 

֮ǩԼķʹҵķطͶʸ߰ȫԣͶ뵽ʵĹͬͬʱҵͶʷáҺĵ˵һ·ݣỨҿڴİëǮҹ˾ͶίжǸɵķǳ 

ûһCRMܹȽԼɱأҸҴеģΪûʽװȵȵȵȶԸԣôܾܿͻһȱԶľߡ 

ȷ㿪һܻܿأ㻹ûͣ³ɱʵһµģʹý¼ģܻиɫıֶΪԼ֧ͻᷢʵʩCRMʱѾˣʵʩCRMһںá 

ǿҵ˵10ɣ 

10. ûCRMԤ㡣 

ԤһҵԽȷ˳ԴĹ滮зǳҪĲ֣Ԥ㱻׼ʱ˭֪Ԥ֧ܷԵ߲Ӱ졣ıˣڣܽҲ벻⣡ 

һCRM3ھջسɱ˭ҪԤ㣿ʹҪΪ˳еһķõһǺϣܹѰһķʽǲܣΪʲôѵҪ̹οһ3ھջسɱĽ 

û˸ѰܹʹҵļĳȨѰҽȻЩԤ㣡ֻʲôʧأ 

9. ǵITԱæһЩĿûCRM¡ 

˭趨ȨѵĿӰܹԼʱͽǮĻѵ֪ԼʱͽǮһCRMĿҵؽٹأ ȨҵĳɳʮҪ 

ЩCRMİװֻڲITԱŬҪITʱôɾԵúǣǿˡʱ߻CRMӦ̽нһİװ뼯ֻ໨ٵǮͿˣӳԶʡʱʡǮܼٴۡԣǰȨһеѡ 

8. ûʵʩCRMıҪ 

˵ʮ޴һˣOK㲻ϲԱ绰Ȼʣ⣬ԼҵԺַʽ۲Ʒأǽ绰ۣôòõЩģɢCRMԱҶˣôڹҶϵ绰ǰλ30ʱ䡣㲻ǾƼһʵ(ĳֵһԵˡ) 

ҵûбҪӵCRMôͬʱ׵֪¼ʵ 

1. ԱĿǰʹõӦ 

2. ۻļŵͨѶ 

3. ˽żһлƣͻ㣬HRɹʲţͬƣ˵ȵȡ 

4. ˽̺ڣȷЩ˷˿ͻʱ䣬ԱʱԼ֧۵Ĳʱ䡣 

5. Ա뿪ȥҵԱͼȥԱʵʩİȫԱͻ¼뾺ֵ 

6. ڲⲿԱĶ̣ԱʱΪͻĲƷ¶ԱͶ״̬ڵΪͻṩԴͻҳ϶ȵ 

7. ˽ÿλԶͻͿͻϵԼ˾ǵĸ˾ӹ˾ͷֹ˾֮໥Ӱ졣 

. . . ûȫ˽Լ漰ˣ̣ϵͳϢôȷǷҪһأ 

7. ڵȴûů 

ʲôҪܲô˵ȴƺתԱõһԼ뷨һζصžƵŤתȥ취гݶпͻ׬Ǯô͸¼һĲˡ 

Ҹ˵㲢ûпһЩCRMָܹԱԶͻ̻еԱЩǽۺ۵Ļᣬҵȱٵģر൱ģ༸¡㲻Ѱң֪أ 

ҵȻڲϵĻȡҵ. . . ΪʲôǸ˲㣿ϣľֱгݶ㱣Ϊʲô㲻Ϊͻṩõķ񣬱øһ߽Ʒӿͻ׬Ǯأ 

᲻ΪԱûл֪ЩǡϢ㻹ûǡCRMȷǳпܴᣡ 

ε֪ĿͻٴӾиĹԱʶռĿͻǮݶôܰЩϢݸڲԱͻôܣЩϢǰĵĻܹЩϢͻ򽻵ԱкμֵԱ׽ᲢӮóϵҵ 

6. ûдͳͻ 

ôܴǻΪ㹫˾10ԱȥĶĿͻйҶԴ˱ʾɣ 

CRMܹƺ͹ͻϢ׷ٿͻͻȫλΪṩʵķ񡪡ۣӪͻȵȡһ깺һΣͨ¶ѶдһŲͽֽϣܽͻ¼ĳطȫԱڴ˻ϻȡ˭ҪʲôϣʱελҪĶȵȿͻϢӶõΪǷ 

ҿһϣ˼Ϊṩ÷ͻɣҽ㿴ĳҵɥʧгݶֵԼȴ֪ÿܶ˵Ĺ˾ 

5. ѰҵһNTĽAS/400ּʱˡ 

һȤ̬. . . ЩҵϲװһȺڼʷȫֺܲƽ̨ĻϡǵITԱ˴ʱֲάӲϣĿĽǱҵһCRMȴˡ 

ʵѡһڼʷȫȶܲŰͺڿ͹ƽ̨ϡͨķʿά⣬ͬʱʹʵ̻⣬ͨwebʹеgreen-screenAS/400Ӧãɺ̨ϵͳпϵͳERPݺӦ 

4. ĿǰERPѡ 

ERPϵͳҪܹӪƶҵҵ֯ܰʡǮʹ֯ЧȷˣԼܳеκεITĿĻĸԵ߲Ӱ죿 

ǰľʹзôʲôܹʹطŹâأһITԱһʱܰװһCRM30-60ת֮ѰٵۻᣬӪ֧ڿͻٱʱӮǵҳϡ 

ʲôҵҪͳʲʡCEOʹߡľ߻ԽҵĻγҪӰ졣ϣҵλϣӪϣЩERPϣԼҵλڿͻôôھͿʼΧſͻ̺֯Ļ⣬ҵѣǽơһһҵ 

CIO־һƪ֤һCRMĿмֻռ2080ҵĻﵼµҵ̡ԢڣЩܹҵ̣һƣе(ERP)ȫ»ǽԶĵʻֹͣ/CRMأ 

3. ǶĿǰϵͳ⡣ 

֡Ӻζأǹ˾CEOɶҵȻϣ֣ ĿֽΪĹϤ볢κµķʽΪͻ룬ôָôͷʼˣ 

Ϊʲô⡱еĿͻϵͳеõЩʲôܹϲʾERPϵͳݣΪѰµۻָ·ֱͻԱ֪ÿʻ״ 

ԱûͼһλѾöĿͻĶտûͬһ绰ͬһλͻͬһ˾ͬԱͬһ绰ͬһͻ֪ڷʲôҲʱȥһˣ 

ĿǰʹʲôϵͳܹҪĲݼǷԶûʣʵʱڶƻʺҵӦǿʵ 

2. ǵġʡͻ࣬׶ǽ׷١ 

仰˼Ŀͻ٣Բֵ׷ǵĻҪ˵֮ЩӵǧͻһһӰֵҵΪ൫ҪĴͻÿһǷǳҪġ 

ϣǳСĵعһСҪͻĻҵ˭ڴ绰ǣΪṩʲôʲôǵķΣǵӦʱǶ٣ 

ҵCEOΪ֪ҵVPÿʻָƶһCRMĹߣôְ˻߱ײϵԭ£ˡô˭֪ЩҪʻϢλVP10Ŀͻϵֻ֪ʱĴλͻϲҵеλԱԺַʽҵЩ㶼޷֪ˣһλͻ㻨ʱ䣡 

1. йCRMϵͳ 

Okay￪ʼҪƻһ̺Ϳܣ洫װõ豸Ƕ֮ٵһЩĿǰҪĲ֣㡣ǲΪCRMĳЩҪͻӦҵ񣬲 

ЩCRMи߶ȶƻԲҺӦҵģͺҵ̡ʹ㷽ػԱ˼ʱ俪ĹܣûбҪ·ӡȵʱ俪ֵõ 

ڹɣΪ߷ŶεнˮȴԶҲ㹻ľΪ㴴һЩҪĹܡ飺ҵеĳԱ(ƶ׷ϵͳϵͳŻվƿͻĿ¼) 

Լϴ䣿ԼгԣҲҪͼԼCRMбҪûһεķȻԼпͻѰΪҵĶƻԡ 

ۣ 

ǶܹԼĲŲΪҵδȻͬʱֳһЩĿǳľߣΪûʱȥǰѡSteven CoveyָЧѧϰϰ֮һǣñ֮ǰˡ˷ĴʱҪظҪǹ涨ҪЩǵλĶ档Һܸҽ˼ǰλ߻ʦĵ绰ôΪ¸CRMĵ绰е 
 
 
  












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