CRM政府信息化的沟通纽带.pdf

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1、TheGovernmentExecutiveSeriesCRMinGovernment:BridgingtheGapsSectiontitleAboutAccentureAccentureistheworld’sleadingmanagementconsultingandtechnologyservicescompany.Committedtodeliveringinnovation,Accenturecollaborateswithitsclientstohelpthemrealizetheirvisionsandcreatetangiblevalue.Withdeepin

2、dustryexpertise,broadglobalresourcesandprovenexperienceinconsultingandoutsourcing,Accenturecanmobilizetherightpeople,skills,alliancesandtechnologies.Withmorethan75,000peoplein47countries,Accentureworkswithclientsinnearlyeverymajorindustryworldwide.Throughtheintegrationofconsultingandoutsour

3、cing,Accenture:•Identifiescriticalareaswithpotentialformaximumbusinessimpact.•Innovatesandtransformstheprocessesinthoseareas.•Deliversperformanceimprovementsandloweroperatingcostsbyassumingresponsibilityforcertainbusinessfunctionsorareas—andAccentureholdsitselfaccountableforresults.Accentur

4、egeneratednetrevenuesof$11.6billionforthefiscalyearendedAugust31,2002.Itshomepageiswww.accenture.com.C2TableofcontentsForeword.....................................................................................................................................................................

5、.........................2Introduction........................................................................................................................................................................................3WhatisCRM?..........................................................

6、....................................................................................................................3HowtheCRMlandscapehaschanged.................................................................................................................................4Fivekeyfindings.

7、..............................................................................................................................................................................6Implicationsforexecutives......................................................