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1、中文5000字毕业论文（设计）外文翻译AFrameworkforUnderstandingCustomerRelationshipManagementSystemsGraemeShanksDepartmentofInformationSystems,TheUniversityofMelbourne,AustraliaIlonaJagielskaCaulfieldSchoolofInformationTechnology,MonashUniversity,AustraliaMaliniJayaganeshD
2、epartmentofInformationSystems,TheUniversityofMelbourne,AustraliaAbstract.ThispaperpresentsastructuredframeworkforunderstandingthebenefitsofCRMsystems.Theframeworkiscomprisedofasetofbenefitsgroupedintocategorieswithempiricalindicatorsandexamplemetrics.Thef
3、rameworkprovidesresearcherswithasystematicapproachforexploringCRMsystembenefitsandprovidesasoundbaseforfurtherempiricalresearch.ItalsoprovidespractitionerswithameansofdefiningobjectivesforCRMprojectsduringspecificationofthebusinesscaseandforconductingpost
4、-implementationreviews.Keywords:customerrelationshipmanagement,CRMsystembenefitsI.INTRODUCTIONCustomerrelationshipmanagement(CRM)isconcernedwiththebusinessprocessesandenablingtechnologiesthatfocusonmanagingandimprovingrelationshipswithcustomersintheareaso
5、fsales,marketing,andcustomersupportandservice.CRMsystemsconsistofoperationalandanalyticaltechnologicalcomponentsaswellasrelationshipmarketingstrategiesandsupporting,customer-centricbusinessprocesses.AlthoughCRMsystemswereinitiallydesignedtohelpsolveoperat
6、ionalandtacticalproblems,theyhavesinceevolvedtosupportstrategicinitiativesandareusedbyavarietyofemployees,fromfrontofficestafftoseniormanagers.Ascompaniesmoveintothenewconsumer-driveneconomy,customersaretheirmostimportantassetandtheirsuccessintheglobalize
7、deconomydependsoneffectivecustomerrelationships.CRMsystemsareperceivedasimportantstrategicimperatives,withinvestmentforecastspredictingthatglobalspendingonthesesystemsisexpectedtoincreaseoverthecomingyears.TheworldwideCRMapplicationsoftwaremarketissetfor1
8、0percentgrowthfrom2007-2012despitetherecession,withtotalrevenueexpectedtoreach$10billionin2009.InaU.S.basedsurvey,Goodhueetal.foundthat91percentoforganizationseitheralreadyhadaCRMsysteminplaceorwereplanningtoacquire
