16客戶關(guān)系管理（CRM）對(duì)企業(yè)經(jīng)營(yíng)的改進(jìn)

全文約5100字

目 錄

一、 中國(guó)用戶的CRM情結(jié) 3
（一） 變通讓?xiě)?yīng)用作活3
（二） CRM是利器還是枷鎖 4
二、 CRM實(shí)施完全手冊(cè) 6
（一） CRM實(shí)施目標(biāo) 6
（二） CRM實(shí)施階段 7
（三） CRM系統(tǒng)的功能構(gòu)成 8
（四） 成功實(shí)施CRM的關(guān)鍵因素 9
（五） 項(xiàng)目實(shí)施組織結(jié)構(gòu)的建立 11
（六） 軟件供應(yīng)商及實(shí)施伙伴的選擇 11
三、 本篇論文的不足之處 12
四、 致謝 12
五、 參考文獻(xiàn) 13