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ID:11825251
大小:149.50 KB
页数:21页
时间:2018-07-14
《crm architecture for enterprise relationship marketing in the new millenium》由会员上传分享,免费在线阅读,更多相关内容在教育资源-天天文库。
1、CRMarchitectureforenterpriserelationshipmarketinginthenewmilleniumCRMarchitectureforenterpriserelationshipmarketinginthenewmilleniumtechnicalwhitepaperbyrosejanjicekhpexecutiveoverview.........................3introduction................................4evolutio
2、nofCRM.................................4whatisadvancedcustomerrelationshipmanagement?........6principlesforbuildingstrongcustomerrelationships..11hp’scustomerrelationshipmodel.....................11basicCRMisstepnumber1........................12principle’sbasedCR
3、Mvaluechain....................13CRMarchitectureforaneffectivecustomerexperience.9><>15CRMreferencemodelforthetelecomindustry.......17criticalsuccessfactors........................21conclusion.................................222executiveoverviewTheparadigmshiftfr
4、ombusinessfocustoacustomerfocushasresult-crmedinCustomerRelationshipManagement(CRM)beingonthecorpo-architecturerateagendasacrossallmajorindustries,andmostvisiblyinconsumer-basedbusinesses.ForesterandGartnerpredictthatbusinesswill??spend$11Bby2002.Whatisdrivingthi
5、slevelofinvestment?Howdidwegethere?WhereshouldwefocusourexpendituresandresourcestogetthemostoutofCRMinitiatives,andnotfallvictimtothelatesttechnologyspending“fad”?technicalElectronicbusinesshasgrownatanexponentialratesuchthatthelat-whitepaperestforecastisthatby20
6、03,theamountofcommerceconductedoverthewebwilltop$3trillium(GartnerGroup).Merchantscangettomarketfasterwithnewproductsandservices,expandrevenuechan-nels,extendreachglobally,improvecustomerservice,enhancecus-tomerloyaltyandreducecost.ManydefinitionsofCRMexistandthe
7、reforeHPhastakenthemanydefinitionsofCRManddefinedEnterpriseCRMtobeabusinessstrategythatinvolvesfocusingknowledgebusinessprocesses,andorganizationalstructuresaroundcustomersandprospectsenterprise-wide.Asthecustomerrelationshipbecomesmoreelectronicinnaturecus-tomer
8、swantinnovative,cleverandconvenientwaysofdoingbusiness.IndustriesareexperiencingthechallengeofATMmachinesnotremem-beringthatthepreferredlanguageisEnglishorthat
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