[Õª Òª] µç×ÓÉÌÎñÊÇÆóÒµ·¢Õ¹µÄ±ØÓÉ֮·¡£µç×ÓÉÌÎñ£¨E-Business£©ÊÇÀûÓÃÏÖ´ú¼ÆËãÆ÷ͨÐÅÍøÂçÌṩµÄÐÅÏ¢ÍøÂçƽ̨ÔÚ»¥ÁªÍøÉϽøÐеÄÉÌÎñ»î¶¯£¬ÊÇÈËÀà´´ÔìºÍÓ¦Óõç×Ó¹¤¾ßÓë¸ÄÔìºÍ·¢Õ¹ÉÌÎñ»î¶¯Ïà½áºÏµÄ²úÎï¡£µç×ÓÉÌÎñÖ±½Ó×÷ÓÃÓÚÉÌÎñ£¬¼ä½Ó×÷ÓÃÓÚÉú²úºÍÏû·Ñ£¬ÕýÒýÁì×ÅÈËÀྼÃÓÉÉú²úÖ÷µ¼ÏòÁ÷ͨÖ÷µ¼ºÍÏû·ÑÖ÷µ¼·¢Õ¹¡£ËüËù×ñѵĻù±¾ÔÔòÊÇ£º¸ßЧÂÊ¡¢µÍ³É±¾¡¢¼òÔ¼»¯¡¢·½±ã»¯£»ËüµÄ·¢Õ¹Ç÷ÊÆÊÇ£ºÖؽ»Á÷¡¢Ñ°ÐèÇó¡¢±£¹©¸ø¡¢ÎᄀÓ᣽øÈë21ÊÀ¼ÍÒÔÀ´£¬Ô½À´Ô½¶àµÄÆóÒµ¡¢µ¥Î»ºÍ¸öÈËÏëÁ˽âºÍÈÏʶµç×ÓÉÌÎñ£¬²¢Í¨¹ýËüÀ´¸ÄÔìºÍ·¢Õ¹×Ô¼ºÔÓеÄÉÌÎñϵͳ£¬Ìá¸ßÆäÉç»á¾ºÕùÁ¦£¬Ìá¸ßÆ侼úÍÉç»áЧÒæ¡£µç×ÓÉÌÎñµÄÐËÆðÓë·¢Õ¹£¬¶ÔÓÚÆóÒµÔË×÷ģʽ²úÉúÁ˾޴óµÄ·´Ï죬Íƶ¯ÁËÆóÒµ¹ÜÀíµÄ±ä¸ï£¬¼«´ó³Ì¶ÈµÄÓ°ÏìÁËÆóÒµ¹ÜÀíµÄÏÖ´ú»¯Ë®Æ½¡£
[¹Ø¼ü´Ê] CRM ÆóÒµ³É±¾ÆóÒµ×éÖ¯½á¹¹ ÆóÒµÎÄ»¯
Ò»¡¢ºÏÀíÀûÓõç×ÓÉÌÎñÓÐÀûÓÚÆóÒµ¿Í»§¹ÜÀí
1©pCRM (Customer Relationship Management) ¹ÜÀíÈí¼þÔÚÔÚÆóÒµ¹ÜÀíÖеÄÔËÓÃ
(1)¼¯ÖÐÁËÆóÒµÄÚ²¿ÔÀ´·ÖÉ¢µÄ¸÷ÖÖ¿Í»§Êý¾ÝÐγÉÁËÕýÈ·¡¢ÍêÕû¡¢Í³Ò»µÄ¿Í»§ÐÅϢΪ¸÷²¿ÃÅËù¹²Ïí;
(2£©¿Í»§ÓëÆóÒµÈÎÒ»¸ö²¿ÃÅ´ò½»µÀ¶¼Äܵõ½Ò»ÖµÄÐÅÏ¢£»
(3£©¿Í»§¿ÉÑ¡Ôñµç×ÓÓʼþ¡¢µç»°¡¢´«ÕæµÈ¶àÖÖ·½Ê½ÓëÆóÒµÁªÏµ¶¼Äܵõ½ÂúÒâµÄ´ð¸´£¬ÒòΪÔÚÆóÒµÄÚ²¿µÄÐÅÏ¢´¦ÀíÊǸ߶ȼ¯³ÉµÄ£»
(4£©¿Í»§Ó빫˾½»ÍùµÄ¸÷ÖÖÐÅÏ¢¶¼ÄÜÔÚ¶Ô·½µÄ¿Í»§Êý¾Ý¿âÖеõ½ÌåÏÖ£¬ÄÜ×î´óÏ޶ȵØÂú×ã¿Í»§¸öÐÔ»¯µÄÐèÇó£»
(5£©¹«Ë¾¿ÉÒÔ³ä·ÖÀûÓÿͻ§¹Øϵ¹ÜÀíϵͳ£¬¿ÉÒÔ׼ȷÅжϿͻ§µÄÐèÇóÌØÐÔ£¬ÒÔ±ãÓеķÅʸµÄ¿ªÕ¹¿Í»§·þÎñ£¬Ìá¸ß¿Í»§Öҳ϶ȡ£ 2©pCRM´ø¸øÆóÒµ¹ÜÀí´øÀ´µÄÖ÷ÒªÓÅÊÆ (1£©½µµÍ³É±¾£¬Ôö¼ÓÊÕÈë¡£ÔÚ½µµÍ³É±¾·½Ã棬¿Í»§¹Øϵ¹ÜÀíʹÏúÊÛºÍÓªÏú¹ý³Ì×Ô¶¯»¯£¬´ó´ó½µµÍ