佳美客户关系管理系统.doc

佳美客户关系管理系统
摘要
全球有60亿人口,随着中国加入WTO所产生的市场环境的变化和中国企业信息化进程的不断推进,客户关系管理已经成为企业管理信息化的重要组成部分。自1997年以来,全球的客户关系管理市场一直处于爆炸式的快速发展之中,其主要的应用领域集中在制造业、电信业、公共事业、金融服务行业和零售业等行业,许多新兴的企业如亚马逊(Amazon)和思科(Cisco)等已率先成为客户关系管理的使用者和受益者。客户关系管理系统也成了软件厂商追逐的热点之一,以Oracle、Sieble、IBM等为代表的一批顶级IT企业都对客户关系管理的前景表现出坚定的信心。而众多的客户关系管理渠道和咨询公司也在力争占领新市场的份额,国际五大咨询公司中的安达信、德勒、普华永道等都已开始提供客户关系管理咨询。
人们普遍认为,客户关系管理将成为现代企业提高竞争力,在成熟市场中高效运作并获取稳定利润的法宝。来自国外的统计数据表明,客户关系管理正成为一个新兴的产品和服务市场。当客户关系管理日益成为国际软件市场的新宠之际,在中国,尚属“新生事物”的客户关系管理,其认知程度及受关注状况都有待提高。可以预期,中国企业在未来不长的时间内,也将掀起一轮“客户关系管理波澜”。
关键词客户关系;出入库;管理系统
Abstract
Some 60 million people worldwide, with China's accession to the WTO produces the change of market environment and the Chinese enterprise informationization steadily, Customer Relationship Management (Customer Relationship Management) has e an important part of Management information. Since 1997, the global customer relationship management market has been in the explosion of rapid development, its main application fields in manufacturing, munications, many panies (contours and Cisco (Cisco) has became the first customer relationship management and the beneficiaries of as IBM of top IT all on the prospect of customer relationship management showed confident. While many of the customer relationship management and pany in new market share to occupy the international five pany collapsed, chandler, PWC has began to provide customer relationship management consultation.
It is widely believed that customer relationship management will e the modern petitiveness, in mature markets efficient operation and obtain stable profits. When the CRM es the new international software market in China , its cognitive degree of CRM and concern to improve conditions. Chinese enterprises can be expected in the future, not long time, will bring a "CRM waves".
Keywords customer relationship; I/O database ;management
目录
摘要 I
Abstract II
第1章绪论 1
第2章可行性分析 4
技术可行性 4
经济可行性 5
操作可行性 6
法律可行性 6
第3章需求分析 7
市场需求分