外文翻译 探讨客户关系管理系统的框架（精品文档）.doc

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1、中文5000字毕业论文（设计）外文翻译AFrameworkforUnderstandingCustomerRelationshipManagementSystemsGraemeShanksDepartmentofInformationSystems,TheUniversityofMelbourne,AustraliaIlonaJagielskaCaulfieldSchoolofInformationTechnology,MonashUniversity,AustraliaMaliniJayaga

2、neshDepartmentofInformationSystems,TheUniversityofMelbourne,AustraliaAbstract.ThispaperpresentsastructuredframeworkforunderstandingthebenefitsofCRMsystems.Theframeworkiscomprisedofasetofbenefitsgroupedintocategorieswithempiricalindicatorsandexampleme

3、trics・TheframeworkprovidesresearcherswithasystematicapproachforexploringCRMsystembenefitsandprovidesasoundbaseforfurtherempiricalresearch.ItalsoprovidespractitionerswithameansofdefiningobjectivesforCRMprojectsduringspecificationofthebusinesscaseandfo

4、rconductingpost-implementationreviews.Keywords:customerrelationshipmanagement,CRMsystembenefitsI.INTRODUCTIONCustomerrelationshipmanagement(CRM)isconcernedwiththebusinessprocessesandenablingtechnologiesthatfocusonmanagingandimprovingrelationshipswith

5、customersintheareasofsales,marketing,andcustomersupportandservice.CRMsystemsconsistofoperationalandanalyticaltechnologicalcomponentsaswellasrelationshipmarketingstrategiesandsupporting,customer-centricbusinessprocesses・AlthoughCRMsystemswereinitially

6、designedtohelpsolveoperationalandtacticalproblems,theyhavesinceevolvedtosupportstrategicinitiativesandarcusedbyavarietyofemployees,fromfrontofficestafftoseniormanagers・Ascompaniesmoveintothenewconsumer-driveneconomy,customersaretheirmostimportantasse

7、tandtheirsuccessintheglobalizedeconomydependsoneffectivecustomerrelationships・CRMsystemsareperceivedasimportantstrategicimperatives、withinvestmentforecastspredictingthatglobalspendingonthesesystemsisexpectedtoincreaseoverthecomingyears.TheworldwideCR

8、Mapplicationsoftwaremarketissetfor10percentgrowthfrom2007-2012despitetherecession,withtotalrevenueexpectedtoreach$10billionin2009.InaU.S.basedsurvey,Goodhueetal.foundthat91percentoforganizationseitheralreadyhadaCRMsysteminplaceorwereplanningtoacquire