摘要
从探讨客户关系管理（ＣＲＭ）在扩展的企业应用中的地位出发，介绍了客户关系管理的定义和组成，阐述了在ＣＲＭ应用中引入客户信息数据仓库的必要性，并给出了面向ＣＲＭ的综合决策支持系统模型框架。
Discussing the role of customer relationship management in extended enterprise application, the paper introduces the definition of CRM and its components. Further more, the necessity of customer-centric data warehouse in CRM practice is illustrated and a frame of synthet- ic decision support system oriented to CRM is shown.
出处
《物流技术》
2001年第2期28-30,共3页
Logistics Technology
关键词
客户关系管理
CRM
客户信息数据仓库
决策支持系统
CRM
extended enterprise application(EEA)
customer-centric data warehouse
OLAP
data mining synthetic decision sup- port system
