crm项目管理中roi模型研究和应用分析-项目管理专业毕业论文.docx

北京邮电大学硕士论文
APPLICATIoN ANALYSIS AND RESEARCH
oN ROI MODEL
oF CRM PRoJECT M嗡NAGEMENT
ABSTRACT
Landed China f沁m the 1990s CRM theory,to today in domestic CRM theory gradually mature,moreover CRM software application gradually widespread,and along with the enterprise the petition intensity, more and more many enterprises realized’’take the customer as the center" ttle strategic more and more important CRM system construction already to e the enterprise to develop the essentiaI part,simultaneously along with the modem project management theory popularization and the application,the CRM project implementation process was gradually standard, how many benefits but many did very enterprises still face multitudinously have doubts CRM the project implementation to be able to bdng for the enterprise?Why how appraises the project in the science project management ROI?Why after the project implementation couldn。t achieve antidpated effect who has moved my ROI?
In view of these questions,in the present paper,based on characteristic as well as the CRM project management and SO on CRM type,function characteristic,through to the CRM project cost and the e many angles analysis,obtains appraised each item of ROI key indicator,simultaneously considered the cost amortizes with the project risk factor,has produced the 鞠fe ROI analysis model,and in finally,applies to iKang C0rporation。S CRM system project
111is article research goal is through to the CRM ROI analysis model and
协e appraisal method research,enables the enterprise objective science analysis ROI,instructs the enterprise CRM project the reasonable investment and smoothly carries on,helps the enterprise to gain the greatest e。
KEY WORDS CRM;ROI;project management;model;
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京邮电大学