云计算时代客户关系管理在企业中的应用毕业设计论文doc.doc

毕业论文
云计算时代客户关系管理在企业中的应用

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2013年6月
云计算时代客户关系管理在企业中的应用
摘要
随着云计算技术的发展与成熟,CRM的应用得到很大的发展。云计算已经逐渐被企业和用户接受,毫无疑义,云计算代表了IT业未来的发展方向。技术的飞速发展和各种应用软件的大规模应用,SAAS作为一种新的软件应用模式彻底改变了原来的软件应用模式。目前,企业虽然还没有普遍接受 SAAS 模式,但鉴于 CRM系统是中小企业中应用较多的一类软件,SAAS 模式应用面临不确定性、复杂化等风险增加,SAAS 模式下CRM 系统面临的安全问题及其安全策略必然是中小企业实施 CRM 的时候重点关注的内容。
本文以客户关系管理及其在企业中的应用为研究对象,按照“层层分解CRM,步步应用CRM,全面理解CRM,整体实施CRM”的研究思路分别从CRM理念、CRM技术系统、CRM战略三个层面给出了CRM的定义并对其展开论述,认为全面理解CRM就必须把握上述三个层面的关系,即理念是CRM的基础、CRM技术系统是工具,而CRM战略则是关键,三者缺一不可。在CRM的应用方面,本文针对企业应用CRM具体实践中所存在的问题,分别提出笔者对企业如何合理应用CRM理念、引进CRM技术系统及制定CRM战略的观点和看法,认为整体实施CRM必须从CRM三个层面同时着手,全面提升企业客户关系管理能力。
关键词:云计算,客户关系管理,CRM理念,CRM技术系统,CRM战略
puting era CRM application in the enterprise
Abstract
As puting technology development and mature, CRM applications get very big development. puting has gradually by enterprises and users accept, no doubt, puting represents the future development of IT industry direction. With the rapid development of technology and various application software application scale, as a kind of new SaaS software application mode thoroughly changed the original software application mode. At present, the enterprise though without SaaS model, but generally accepted CRM system is small and medium-sized enterprises in application of more kind of software, SaaS model used face uncertainty, complicated increased risk SaaS model, such as under the security problems facing CRM system and its safety strategy is necessarily the medium-sized and small enterprises to implement when the CRM focus on content.
Based on customer relationship management and its application in business as the research object, according to "layers of position CRM, apply CRM, fully understanding step CRM, the overall implementation of the ideas of the CRM" respectively from CRM concept, CRM technology system, CRM strategy are given three aspects of its definition and CRM, this paper discusses the thought fully understand the above three must grasp CRM level with re