摘要
本文介绍了 CRM系统技术产生背景、发展过程 ,探讨了 CRM系统的基本概念和功能 ,其中着重说明了CRM的概念层次。然后分析了 CRM软件系统的逻辑构成及模块设计 ,并进行了举例说明。最后阐述了 CRM的二个大致发展方向 :E- CRM、ERM。
This paper introduces the development history,basic concepts and functions of Customer Relationship Management (CRM),focusing on its conceptual hierarchy.The logical architecture and module design of CRM are illustrated with examples.It also points its two directions:Electronic-CRM (E-CRM) and Enterprise Relationship Management (ERM).
出处
《微型电脑应用》
2002年第9期5-7,17,共4页
Microcomputer Applications
