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第十一讲 电子商务智能应用. 电子商务与客户关系管理. Customer Relationship Management CRM. CRM 产生背景. 客户关系管理的发展. 呼叫中心. 客户服务系统. 销售自动化 系统. 客户关系 管理系统. 接触管理系统. 客户关系管理的发展. 客户关系管理系统 1999 年, Gartner Group 正式提出了 CRM 的概念。以客户为中心的相对完整的 CRM 系统也从此形成。 CRM 系统由营销自动化、销售自动化、客户服务与支持等组件组成,是上述演变过程中各应用系统的集合体。. CRM 中国发展历史.

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第十一讲 电子商务智能应用

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  • Customer Relationship Management

  • CRM


CRM



    • 1999Gartner GroupCRMCRM

    • CRM


CRM

  • 1999-2000

  • 2001

  • 20022003

  • 2004






  • =1/


  • TCLM


Gartnet Group

IBM


CRM

  • CRM

  • CRM

  • CRM


CRM

  • CRM

  • CRM


CRM

  • CRM

  • CLP


CRM

CRM

  • Internet

  • ASPCRM


CRM


  • 1

  • 2

  • 1

  • 2

  • 3


  • Customer Satisfaction


  • =-

  • 6


  • Customer Loyalty

  • ReicheldSasser5%25%-85%


  • ,,,

  • ,,,,


1%

VIP

4%

()

15%

80%


  • 2,126

  • 9,956,000

  • 850,000

  • 50%


21

>58,900

VIP

90%

85

19,000-58,900

319

4,820-19,000

1,701

1-4,820

154

10%

250

1,000

1()90%


1%

24%

21

>58,900

VIP

4%

27%

15%

29%

1,701

1-4,820

80%

20%

154

250

1,000

220%80%

85

19,000-58,900

319

4,820-19,000


2,126

4,680/

399/

9%

114,000/

45,600/

114%

21

>58,900

31,600/

9,480/

139%

VIP

85

19,000-58,900

319

4,820-19,000

1,701

1-4,820

1,160/

-522/

-53%

154

250

1,000

320%100%

9,100/

1,820/

74%


21

>58,900

VIP

85

19,000-58,900

319

4,820-19,000

1,701

1-4,820

5-10%

154

250

1,000

45~10%


2126

29

>58,900

+8

VIP

95

19,000-58,900

+10

337

4,820-19,000

+18

1,665

1-4,820

-36

154

250

1,000

52%


10%


VIP

1


VIP

2


VIP

3



CRM

  • CRM

  • CRM

  • CRM

  • 200CRM

  • 200CRM


CRM

  • CRMCRMCRM

  • CRM

  • CRM

  • CRM


CRM

  • CRM SA MA (CS&S)

  • CRM EMAIL OIS( CC)Web(WIM)

  • CRM (DB)(KB)MIS(BI)


CRM

CRM


CRM


CRM

XToolsCRMhttp://www.xtools.cn

/


  • CRMhttp://www.kfcrm.com/

  • crm www.800app.com

  • crm www.zbintel.com

  • crm www.cncrm.cn

  • CRM www.wecrm.com

  • CRM www.ywp.cn


CRM

  • CRMPRM

  • CRM


ERP


ERP

  • ERPEnterprise Resource Planning

  • ERP


  • A. MIS ( Management Information System)

  • B. MRP (Material Require Planning)


  • C. MRP(Manufacture Resource Planning) MRP ,

  • D. ERP (Enterprise Resource Planning)ERP JIT


  • E. ERPInternet ERP

  • ERP


CRM/APS/BI

Internet/Intranet

MPSMRPCRP

BOM

MPSMRPCRP

BOM

MPSMRPCRP

BOM

MRP - MRP II - ERP

MPSMRPCRP

BOM

MRP MRP II ERP ERP II

70 80 90 21


ERP90)

ERPEnterprise Resource Planning

ERP+


ERP

1

2

3



()

()


ERP

  • 80.

  • 55

  • 1

  • 2

  • 3

  • 4

  • 5

  • ERP


ERP

  • ECEB

  • ERP

  • EC

  • ERP


ERP

1

2

3

ERP


ERP II

  • ERP IIEnterprise Resource Planning II2000 Gartner Group ERP

  • ERP

  • ERP Gartner ERP

  • Collaborative Commerce C-CommerceERP ERP ERPII


  • ERP


ERPII 6

  • 1ERPII ERP

  • 2ERPII

  • 3

  • 4

  • 5ERP ERPII Web

  • 6ERP ERPII


ERPEC

  • ERP EC

  • ECERPSCMCRM


  • ERPSCM CRM

  • SCM ERP

  • CRM


  • Internet ECTMSCMERP ERP

  • ERP ERP RResourceRRelationshipERP P(Planning)M(Management)ERP Enterprise Relation Management, ERM


ERPInternet

  • Internet Internet ERP Internet Java ERP (iERP)iERP B/S Web Web


ERP

  • ERP ERP ERP


ERP

  • ERP Business Intelligence


  • ERP ERP ERP


  • MESERPCRMSCMOAPLMBI


ERP-U8









KPI





ERPU8

1 ERP / HR / CRM / OA / BI

2

3

4

5 ERPTCOROI


U9 ERP

  • SOAUFIDA U9U9

  • U9 U9SOA


  • UFIDA U9

  • U9

  • UFIDA U9


U92.0

  • ()ERP


U92.0

PDM

HR

CRM

UAP


  • Business IntelligenceBI


BI

  • BIBusiness Intelligence

  • BusinessDataBIDataDataBusiness Intelligence analyse


  • Data Mining

  • Data WarehouseData Mart

  • (OLAP)OLAP


OLAP

Sybase,

Oralce,

Informix,

DB2,

MS SQL,

DBF,

Excel

Templates

ETL


  • _BI_

  • _


  • PLM PDM

  • SCM SRM

  • BPR BPM

  • ERP EAM()

  • KM


  • http://www.e-works.net.cn/

  • http://www.vsharing.com/

  • CIO http://www.ciotimes.com/


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