基于我国企业的CRM系统的体系框架研究  

Research of the Framework in CRM System Based on Our Country

作　　者：徐静[1] 孙潇静[1] 

机构地区：[1]中央财经大学信息管理系,北京100081

出　　处：《价值工程》2005年第1期86-87,共2页Value Engineering

摘　　要：客户关系管理(CRM)引起了当今企业对管理观念和业务流程及企业间协作的重新审视和思考,它是企业提高竞争力的核心之所在。CRM首先是一套科学的管理观念,但真正实现其价值还要有一个结构清晰、合理的CRM体系框架将其应用于企业的业务活动管理之中。本文分别从以下两个角度着重探讨了CRM系统的体系框架:从企业信息化全局的角度和基于数据仓库和数据挖掘的角度。CRM leads enterprises to rethinking about the management conception, work course and cooperation among enterprises, which is the key to improve their competitive power. Firstly, CRM is a set of scientific management conception, but if we want to comprise its value there should be a clear and reasonable CRM framework to put it in the management of work. The paper discusses the framework of CRM system in two directions: from the overall situation of the enterprise's information construction and based on the Data Warehouse and Data Mining.

关 键 词：我国企业 CRM系统 企业信息化 管理观念 业务流程 体系框架 客户关系管理(CRM) 业务活动 科学 合理 

分 类 号：N031[自然科学总论—科学技术哲学] F270[经济管理—企业管理]