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??. ????????????,????????????????,???????????????????????????1????2??????3??????4??????. 1.??. ????????????????????,??????????????????????,????????????????????,??????????????,?????????????????????????????. . CRM?????????????,?????????????????,?????????????????????,????????????????????????????????????,?????????,???????????.

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    1. ???????????????????????? ????:????? ???:??? ???

    2. ?? ????????????,????????????????,??????????????????????????? 1???? 2?????? 3?????? 4??????

    3. 1.?? ????????????????????,?????????????? ????????,????????????????????,??????????????,?????????????????????????????

    4. CRM?????????????,?????????????????,?????????????????????,???????????? ????????????????????????,?????????,???????????

    5. ??????????,???????????????????,???????????????? ????????,??????????????????,????????????????

    6. 2.??????????? ????????????,???????????????? ???????????????????????????? ????????,??????????????,????????????????????????,?CRM??????????,???????????????

    7. 2.1??????????? ???????????????????,???????? ????????????,????????? ???????????,??????,?????????,????????????????????

    8. 2.2??????????? ?CRM??????? ???????????????????? ????????????????????,?????????????????????? ??????????????????, ?CRM??????????,?????? ???????

    9. 2.3???????????????? CRM?????????,????????????????,????????????????,???????????? ?????????????????????,??????????,???????

    10. ?CRM???????????,???????,??????,????????????????,??????????,???????????

    11. 2.4?????????????????? ???????????????,??????????,?????????????????????????? ?????????,???????????????????????? ??????,????????????????,?????????,?????????????

    12. 3.?????????????????? ???????????????????????? ????????????????,???Internet???????????????,?????????????????????

    13. 3.1EC/CRM???? ??????????????????????,??????????????? ??????????

    14. Deral(2000)??????????????????????????????,??????????????????????? ??1??,???EC/CRM???,????????????????????? 3.2EC/CRM????

    15. ?1 ??????????????????

    17. ??????????????????: 1.??????????????????? 2.??????????????????

    18. ??????????????: ???? ?????? ?????? ????

    19. 4. EC/CRM???? ???? 1.?????????????,???? ??????????? 2.1995?????? 3.???????????????? 4.????????????????

    20. ?????? 1.PRO??(profit,relationship and optimization) 2.?????????????????? 3.???????????? 4.???????????????? ???? 1.??:?????????? 2.CRM????????????? 3.??????

    21. ??????? 1.1980????????????? 2.1998??SFNB???? 3.?????CRM??,????????? Merita-Nordbanken 1.?wep???????????? 2.?????????????????? 3.WAP?????,??????????

    22. 5. EC/CRM???????????

    23. 5

    24. 6. ?? ??????:??????????????????? ????????:?????????????????? ????????:???????,????????????????? ??????:??????????????????

    25. ??????? ?????????????????????????? ????????????????? ??????????????,???????????????

    26. ~~??~~~??~~

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