客户关系管理教案(详案)

4834082200941200752200813200544200415200751.2.3.4.12-1-3Chapterone:OverviewofCustomerRelationshipManagement456199Email812Email:ChapterOneOverviewofCustomerRelationshipManagement1.11.1.11Customer()()(B2B)12-2-345624R3CustomerRelationshipManagementCRMCRMP30GartnerGroupCRMCRMCRMCRMCRMCRMCRMInternetCRMCustomerRelationshipManagementIT-3-CRMCRMCRMCRMCustomerRelationshipManagementCRMHurwitzGroupCRMCRMIBMCRMsolutionCRMCRM;CRMCRM-4-1.1.211CRMCRMCRM2CRM3CRM212341.21980ContactManagement),SFACSS:1990(CustomerCare)CRMCRM1999IBMGartnerGroupIncCRMCustomerRelationshipManagement-5-CRMCRMCRMSCMInternet121?220002000470010003.4EMAIL-6-5;343607891.200752.200811-7-23Chapterone:OverviewofCustomerRelationshipManagement4561.31.3.1123451.3.2123-8-41.41.4.1CRM1.4.2CRM1.4.3CRM1CRMIT23CRMCRM1.5CRMCRMXRMCRMCMRCRMCRMCustomizedCRM12-9-3451.61123456781234(562,-10-34CustomerRelationshipManagementMaster7CRMP268(CustomerRelationshipsManagement)91.200752.200811-11-23ChaptertwoThefundamentalTheoryofCRM456ChaptertwoThefundamentalTheoryofCRM2.1CS2.1.1Cardozo1965BarkyC=b/a-12-2.1.2121210202.1.32.1.41-13-23ACSI4SCSB5CCSI2.1.512IBM:-14-1242424365230%3