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\u8fd9\u80cc\u540e\u79bb\u4e0d\u5f00\u56fd\u9645\u54a8\u8be2\u516c\u53f8\u7684\u63a8\u52a8\uff0cIBM\uff0cAC\u518d\u4e3a\u7532\u65b9\u5ba2\u6237\u63d0\u4f9b\u7ba1\u7406\u65b9\u6848\u65f6\u4f1a\u878d\u5165CRM\uff0c\u56e0\u4e3aCRM\u5bf9\u4e09\u8005\u800c\u8a00\u90fd\u662f\u53d1\u5c55\u4e2d\u7684\u521a\u9700<\/strong>\uff0c\u5927\u4f01\u4e1a\uff08\u94f6\u884c\uff0c\u5feb\u6d88\uff0c\u91d1\u878d\uff0c\u7535\u4fe1\uff09\u9700\u8981\u4f46\u4e0d\u61c2\uff0c\u54a8\u8be2\u516c\u53f8\u63a8\u5e7f\u53c8\u6709\u987e\u95ee\u8d39\u7528\u62ff\u3002<\/p>\n\n\n\n
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\u7b2c\u4e09\u9636\u6bb5\uff1a2011\u5e74-2018\u5e74<\/strong><\/p>\n\n\n\n
2011\u5e74\u521d\u4f17\u591aCRM\u767e\u82b1\u9f50\u653e\uff0c\u56fd\u5185\u4e3a\u4ee3\u8868\u7684\u6709\u7eb7\u4eab\u9500\u5ba2\uff0cEC\uff0c\u81f4\u8da3\u767e\u5ddd\uff0c\u706b\u773c\u4e91\u7b49\uff0c\u6839\u636e\u827e\u5a92\u54a8\u8be2\u6d1e\u5bdf\u62a5\u544a\u6307\u51fa2012\u5e74CRM\u6280\u672f\u6536\u5165\u572814.2\u4ebf\u3002<\/strong><\/p>\n\n\n\n
5\u5e74\u4e2dSaaS\uff0cERP\uff1bFSA\u5404\u79cd\u4f01\u4e1a\u5185\u90e8\u7ba1\u7406\u8f6f\u4ef6\u5f00\u59cb\u5d1b\u8d77\uff0c\u4ece\u53d1\u5c55\u89c6\u89d2\u770b\uff0c\u6b64\u9636\u6bb5\u662f\u4e5f\u4e2d\u56fd\u5730\u4ea7\uff0c\u5927\u96f6\u552e\uff0c\u4e92\u8054\u7f51\u6280\u672f\uff0c\u8dc3\u8fdb\u5927\u8dc3\u8fdb\u7684\u9ad8\u901f\u9636\u6bb5\u3002<\/p>\n\n\n\n
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\u6613\u89c22018\u5e74\u53d1\u5e03\u6570\u636e\u62a5\u544a\u7814\u7a76SaaS CRM\u603b\u989d\u4e3a57.3\u4ebf\uff0c\u800c\u8fd9\u80cc\u540e\u5176\u5b9e\u662f\u83b7\u5ba2\u6210\u672c\u8d8a\u6765\u8d8a\u9ad8\u7684\u540e\u6d41\u91cf\u65f6\u4ee3\uff0c\u4f01\u4e1a\u5173\u6ce8\u4f1a\u5458\u7ba1\u7406\uff0c\u60f3\u901a\u8fc7\u4f1a\u5458\uff0c\u6cdb\u5ba2\u6237\u5b9e\u73b0\u7cbe\u51c6\u8425\u9500\u800c\u57cb\u4e0b\u4f0f\u7b14\u3002<\/strong>02<\/strong><\/em>.<\/strong><\/em>\u6fc0\u8fdb\u4e2d\u7684SCRM<\/strong><\/p>\n\n\n\n
\u771f\u6b63\u610f\u4e49\u4e0aCRM\u5e94\u8be5\u5206\u4e3aTOB\u548cB2B\u4e24\u5927\u7c7b\uff0c\u667a\u8fdc\u8ba4\u4e3a\u533a\u522b\u5728\u4e8e\u524d\u8005\u662f\u5e2eB\u7aef\u516c\u53f8\u8d4b\u80fd<\/strong>\uff0c\u8b6c\u5982\u89e3\u51b3\u8425\u9500\u81ea\u52a8\u5316\u95ee\u9898\uff0c\u5ba2\u6237\u7ba1\u7406\u95ee\u9898\uff1b\u540e\u8005\u662f\u5e2eB\u7aef\u516c\u53f8\u89e3\u51b3C\u7aef\u7528\u6237\u7ba1\u7406\u7684\u95ee\u9898\u3002<\/strong><\/p>\n\n\n\n
\u4ece\u56fd\u9645\u89c6\u89d2\u770b2019\u5e74\u662fCRM\u5206\u53c9\u53e3\uff0c\u6240\u4ee5\u8f6f\u4ef6\u5e76\u8d2d\u4e2d\u6700\u5927\uff0c\u56fd\u5185\u800c\u8a00BAT\uff08\u767e\u5ea6\uff0c\u963f\u91cc\uff0c\u817e\u8baf\uff09\u5bf9CRM\u9886\u57df\u4e0d\u65ad\u52a0\u7801\u5404\u7c7b\u8d44\u672c\u878d\u5165\uff0c\u5c24\u5176\u662f\u6570\u5b57\u5316\u8d4b\u80fd\u4e0e\u8f6c\u578b\u9886\u57df\u3002<\/p>\n\n\n\n
\u667a\u8fdc\u5e76\u4e0d\u8ba4\u4e3aCRM\u5e02\u573a\u5728\u840e\u7f29\uff0c\u800c\u662f\u4f20\u7edf\u5b9a\u4f4d\u5728\u88ab\u8fed\u4ee3<\/strong>\uff0c\u76f4\u5230\u73b0\u5728\u8fd8\u6709\u4eba\u628a\u5b83\u72ed\u4e49\u5b9a\u4e49\u4e3a\u201c\u5ba2\u6237\u7ba1\u7406\u201d\u201c\u8425\u9500\u7ba1\u7406\u201d<\/strong>\u5355\u65b9\u9762\u529f\u80fd\uff0c\u867d\u8fd9\u4e9b\u770b\u6765\u90fd\u5bf9\u4f46\u4e0d\u662f\u6838\u5fc3\u3002<\/p>\n\n\n\n
CRM\u4ea7\u54c1\u516d\u79cd\u7ec6\u5206<\/strong><\/h2>\n\n\n\n
\u667a\u8fdc\u57fa\u4e8eCRM\u7cfb\u7edf\u7684\u4fa7\u91cd\u70b9\u8fdb\u884c\u5206\u7c7b\uff0c\u6309\u7167\u76ee\u6807\u5ba2\u6237\u7fa4\u4f53\u53ef\u5206\u4e3aB-CRM\uff0cC-CRM\u4e24\u79cd\u7c7b\u578b<\/strong>\uff1b\u6309\u7167\u5e02\u573a\u804c\u8d23\u7684\u4e0d\u540c\u53ef\u4ee5\u5206\u4e3a\u201cMCRM\uff0cOCRM\uff0cACRM\uff1bSCRM\u56db\u79cd\u7c7b\u578b\u3002<\/strong><\/p>\n\n\n\n
\u4ec0\u4e48\u662fB-CRM\uff1f<\/strong><\/p>\n\n\n\n
\u57fa\u4e8eSFA\uff08\u9500\u552e\u80fd\u529b\u6807\u51c6\u5316\uff09Sales Force Automation\u7528\u57282B\u9500\u552e\u4e1a\u52a1\uff0c\u6838\u5fc3\u63d0\u5347\u9500\u552e\u56e2\u961f\u80fd\u529b\u4e0e\u6548\u7387\uff0c\u9488\u5bf9\u6bcf\u4e2a\u5ba2\u6237\u7684\u9500\u552e\u673a\u4f1a\uff0c\u8fdb\u884c\u91cf\u5316\u7ba1\u7406\u3002<\/p>\n\n\n\n
\u8fd9\u91cc\u7684Automation\u5e76\u975e\u662f\u81ea\u52a8\u5316\uff0c\u800c\u662f\u6807\u51c6\u5316\uff0c\u4f60\u53ef\u4ee5\u7b80\u5355\u7406\u89e3\u4e3a\u9488\u5bf9\u81ea\u8eab\u6240\u7ba1\u8f96\u533a\u57df\u7684\u5ba2\u6237\uff0c\u6309\u7167\u7edf\u4e00\u4e1a\u52a1\u6807\u51c6\u8fdb\u884c\u63a8\u8fdb<\/strong>\uff0c\u6838\u5fc3\u964d\u4f4e\u6210\u672c\u63d0\u9ad8\u6548\u7387\u3002<\/p>\n\n\n\n
\u4ec0\u4e48\u662fC-CRM\uff1f<\/strong><\/p>\n\n\n\n
\u4f60\u53ef\u4ee5\u7406\u89e3\u4e3a\u76ee\u6807\u5ba2\u6237\u662f\u4e2a\u4eba\uff0c\u6838\u5fc3\u5728\u4e8e\u5206\u6790\u5176\u201c\u4e2a\u4eba\u4fe1\u606f\u548c\u5f71\u54cd\u529b\u7279\u5f81\u201d\u3002<\/strong><\/p>\n\n\n\n
\u8b6c\u5982\uff1a\u6f5c\u5728\u5ba2\u6237\u4fe1\u606f\u7684\u6536\u96c6\uff08\u5e74\u9f84\uff0c\u6027\u683c\u7231\u597d\uff0c\u5bb6\u5ead\u4fe1\u606f\uff09\u4e0e\u6c89\u6dc0\uff0c\u4e3b\u8981\u5bf9\u4e8eTOC\u4e1a\u52a1\uff0c\u4e00\u822c\u8f83\u5927\u5e73\u53f0\u4f1a\u57fa\u4e8eAARRR\u6a21\u578b\u8bbe\u8ba1\u6b64\u6a21\u5757\uff0c\u5bf9\u5916\u91c7\u8d2d\u6982\u7387\u8f83\u5c0f\u3002<\/p>\n\n\n\n
Marketing CRM\u5305\u542bService CRM<\/strong>\u4fa7\u91cd\u4e8e\u4e0e\u8fd0\u8425\uff0c\u8425\u9500\uff0c\u4e3b\u8981\u670d\u52a1\u4e8e\u4e2d\u5c0f\u4f01\u4e1a\u7684\u8fd0\u8425\u56e2\u961f\uff0c\u627f\u62c5\u804c\u8d23\u4e3a\u5ba2\u6237\u8425\u9500\u548c\u6210\u4ea4\u540e\u7ba1\u7406\u3002<\/p>\n\n\n\n
\u4e00\u65b9\u9762\u5e2e\u52a9\u4f01\u4e1a\u5b9e\u73b0\u7ebf\u7d22\u7684\u83b7\u53d6\uff0c\u8f6c\u5316\u548c\u7559\u5b58\uff1b\u53e6\u4e00\u65b9\u9762\u5728\u5ba2\u6237\u4e0a\u8fdb\u884c\u7ec6\u5206\uff08\u5206\u7fa4\uff0c\u5ba2\u6237\u5206\u7c7b\uff0c\u8bc4\u5206\uff0c\u5efa\u6a21\uff09\u7684\u57fa\u7840\u4e0a\u8fdb\u884c\u81ea\u52a8\u5316\u6216\u4eba\u7fa4\u7cbe\u51c6\u8425\u9500\u3002<\/strong><\/p>\n\n\n\n
\u4ece\u800c\u5e2e\u52a9\u4e2d\u5c0f\u4f01\u4e1a\u66f4\u52a0\u7cbe\u51c6\u7684\u6316\u6398\u5ba2\u6237\uff0c\u5b8c\u6210\u65e2\u5b9a\u8425\u9500\u4efb\u52a1\uff0c\u9500\u552e\u4eba\u5458\u5f97\u5230\u8fd9\u4e9b\u7cbe\u81f4\u753b\u50cf\uff0c\u8fdb\u884c\u4e8c\u6b21\u8425\u9500\uff0c\u5b9e\u73b0\u7eed\u8d39\u4e0e\u590d\u8d2d\u3002<\/strong><\/p>\n\n\n\n
Service CRM<\/strong>\u5bf9\u5e94\u4f01\u4e1a\u7684\u552e\u540e\u56e2\u961f\uff0c\u8986\u76d6\u7528\u6237\u552e\u524d\uff0c\u552e\u4e2d\u4e0e\u552e\u540e\u4e09\u4e2a\u9636\u6bb5\u3002<\/strong><\/p>\n\n\n\n
Operational CRM<\/strong>\u4e3b\u8981\u5728\u9500\u552e\u81ea\u52a8\u5316<\/strong>\uff1b\u6838\u5fc3\u670d\u52a1\u4e8e\u9500\u552e\uff0c\u5e2e\u52a9\u5176\u5ba2\u6237\u7fa4\u4f53A\u5230B\u7684\u8f6c\u5316\uff1b\u4e3a\u80fd\u6700\u5927\u7a0b\u5ea6\u7684\u8f6c\u5316\uff0c\u9700\u8981\u5bf9\u9500\u552e\u8fc7\u7a0b\u6309\u7167\u7edf\u4e00\u4e1a\u52a1\u8303\u56f4\u8fdb\u884c\u7ba1\u7406\uff0c\u5982\u5ba2\u6237\u8f6c\u5316\u9700\u8981\u7ecf\u5386\u9636\u6bb5\uff0c\u8ddf\u8e2a\u8bb0\u5f55\uff0c\u901a\u8fc7\u5f55\u97f3\u7b49\u3002<\/p>\n\n\n\n
\u4e3e\u4e2a\u4f8b\u5b50\uff1a<\/strong><\/p>\n\n\n\n
\u5fae\u4fe1\u4e2d\u7ecf\u5e38\u770b\u5230\u6709\u4e9b\u5c0f\u7a0b\u5e8f\u9644\u5e26\u201c\u56fe\u6587\uff0c\u89c6\u9891\u8f7d\u4f53\u201d\u8f6c\u53d1\u5230\u5404\u793e\u7fa4\uff0c\u670b\u53cb\u5708\u672c\u8d28\u5c31\u662fOCRM\uff0c\u80cc\u540e\u6bcf\u6b21\u6cdb\u70b9\u51fb\u90fd\u4f1a\u88ab\u6388\u6743\uff0c\u6293\u53d6\u884c\u4e3a\u8fdb\u884c\u5206\u6790\u88ab\u8ffd\u8e2a\u3002<\/strong><\/p>\n\n\n\n
\u90a3\u4ec0\u4e48\u662fACRM\uff1f<\/strong><\/h2>\n\n\n\n
\u72ed\u4e49\u4e0a\u53ef\u7406\u89e3\u4e3aBI<\/strong>\uff0c\u4e3b\u8981\u627f\u62c5\u57fa\u4e8e\u4e1a\u52a1\u4ea7\u751f\u7684\u5ba2\u6237\u6570\u636e\uff0c\u7528\u4e0d\u540c\u4e3b\u9898\u6216\u7ef4\u5ea6\u505a\u51fa\u53ef\u89c6\u5316\u6570\u636e\u5448\u73b0\uff0c\u4e3a\u4f01\u4e1a\u9488\u5bf9\u5ba2\u6237\u7ecf\u8425\u548c\u51b3\u7b56\u95ee\u9898\u63d0\u4f9b\u53ef\u9760\u7684\u6570\u636e\u4f9d\u636e\u3002<\/p>\n\n\n\n
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