中国电信CRM系统建设经验与展望  

China Telecom CRM System Construction Experience and Prospect

作　　者：赵钧[1] 

机构地区：[1]中国电信股份有限公司上海研究院,上海200122

出　　处：《电信科学》2008年第1期7-10,共4页Telecommunications Science

摘　　要：本文从电信企业战略和IT现状出发,阐述了中国电信建设CRM系统的必要性,并从建设好CRM系统和发挥系统效能的角度,概括了CRM系统建设应该解决的应用和技术方面的问题。针对问题,提出了中国电信CRM系统3阶段的建设策略和技术解决方案。最后从建立集团级CRM系统、支持新业务的角度对下阶段CRM系统建设方向进行了展望。Based on China Telecom＇s enterprise strategy and IT current situations,this article studies the necessity of building CRM system. From building good CRM system and playing system performance perspective ,the issues about CRM system at application and technology are summarized. In response to these issues, three stages of CRM system building strategies and technology solutions are proposed. Finally,this article prospects the next phase of CRM system direction from building group CRM system and supporting new business.

关 键 词：CRM系统 97营业系统 3G 企业转型 

分 类 号：F270.7[经济管理—企业管理] F626[经济管理—国民经济]