SaaS模式的中小企业客户关系管理研究

Research on customer relationship management for small and medium enterprises based on SaaS

客户关系管理是提高企业核心竞争力的关键之一,传统客户关系管理模式无法满足广大中小企业的需求。在讨论新的SaaS概念及SaaS模式与传统模式比较的基础上,分析了基于SaaS模式的中小企业客户关系管理优势,提出了基于SaaS模式的中小企业客户关系管理解决方案,构建了SaaS模式解决方案的逻辑体系结构,并指出了中小企业实施SaaS模式客户关系管理应注意的问题。

Customer relationship management is one of the key and the pattern of traditional customer relationship management factors to the development of enterprise＇s core competitiveness, is unable to satisfy the demands of the vast numbers of Small and Medium-sized Enterprises（SMEs）.By discussing the new concept of SaaS and the differences between the traditional model and SaaS model,this paper analyzes the advantages of SaaS model-based customer relationship management for SMEs.A solution is proposed to SaaS model-based customer relationship management,and a logical architecture is also constructed.To SMEs,some problems which should be concerned about during the implementation of SaaS model-based customer relationship management are pointed out.