摘要
创建有效的客户关系管理系统,是摆在钢铁生产企业面前的现实问题.分析了钢铁企业CRM的特点,界定了钢铁生产企业客户内涵、客户关系管理的重点管理事项.据此,设计了基于Web的钢铁企业CRM的基本流程,描述了流程在两个层次上的基本架构,构建了基于Web的钢铁企业客户关系管理系统平台.
The paper points out that the construction of an effective management system of customer relationship is a problem which steel enterprises must cope with it in reality. It analysis the features of steel enterprises′s customer relationship management(CRM), then defines the connotation of CRM,and key managerial items of customer relationship management. Then the essay designs the basic flow path of CRM of steel enterprises on the basis of Web, describes the framework which relies on two hierarchies, and builds up the system platform of customer relationship management (CRM).
出处
《南方冶金学院学报》
2005年第1期18-22,共5页
Journal of Southern Institute of Metallurgy
关键词
客户关系管理
系统设计
钢铁企业
customer relationship management
system design
steel enterprises
