CRMʧI(y)Ի ͑Խ
Dale Buss
2005/03/25
ʧCRMI(y)c͑ڃɂpyԌԒ
һP(gun)ڿ͑P(gun)ϵ(CRM)оó˃ɂY(ji)Փ͑P(gun)ϵȻδ(ni)Ϣg(sh)ͶYTI(lng)^ȥһΕrg(ni)I(y)ͶCRMϵĔ(sh)ʮ|ԪеĺܴһֱM(fi)ˡ
(dng){(dio)ԇDCRMʧ{(dio)rˁI(y)ď(qing)ʧCRM f^@lҰ·@ӵʧֻһ{T
I(y)(dng)ȻԸJ(rn)CRM]жٳЧ䮔(dng)ڷdzŬȥһM(fi)˺ÎװfԪĕrRich HebertfISKYһҞ˾ṩķ(w)Ĺ˾CEOCRMѳɞĿе`
M@ЩCRMʧͶY_(d)7λ(sh)I(y)ԣs^ȥʳʳƷ˾(Hershey)ɹʩERP֮ʹfʥ(ji)֮ǰǹ̈؛ܣ@ǿԵAýw^lCRMĆ}syl(f)F(xin)ҲSI(y)ĵĆTʧȥһνNۮa(chn)Ʒͷ(w)ęC(j)^]Ñ@ҪĮa(chn)Ʒǐ˿͑^I(y)ɰN۲wڲ_Јh(hun)^}ʼKǿ^ڵġMetaF(tun)о55%~75%CRMĿ]ɼȶĿ(bio)ǣ҂ҵˎԸ_ԼCRM(jng)vĹ˾һЩܵCRMʧ_Ĺ
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1994ͨ܇ڷ(w)˾(General Motors Acceptance Corp)̘I(y)ѺI(y)(w)(GMACCM)ֳɪ(d)˾rֻ50|ԪĵѺYa(chn)F(xin)Ya(chn)^1000|ԪGMACCMɹԭ֮һǰјI(y)(w)M(jn)ITƽ_o(j)ĩ,ͶY300fԪJļ(sh)ֻҿԿȫ(ni)͡@ƽ_ʹGMACCMṩЧĿ͑(w)J(rn)]һ̘I(y)Ѻc҂ͬļg(sh)ͶYGMACCMĈ(zh)иMike Lipsonf
GMACCMITĿČʩͨ䌍úCRMsɞһKyеĹ^CIO Niraj Patel˾I(lng)(do)˶CRMܸõס͑ЈÓfǣGMACCMՈA(PwC)O(sh)Ӌ͑P(gun)ϵwϵPatelf҂Ŀ(bio)ǣߵԄӻߵЧԼĆTĿ͑и˽(dng)A҂Ŀ͑Ⱥď(f)sԮa(chn)˸Եe`ⲢЕr}F(xin)(AѱIBMُԸuՓ)
GMACCMĿ͑(f)sԣLipsonጵƽJ~300fԪС10fԪҲд16|ԪJĿ͑κο͑пܽo҂Ԓԃϵ˾µTijͨT
CRMϵy(tng)ͬķʽеĿ͑@ܲáPatelfԃ]Ќ҂F(xin)еĿ͑Y(ji)(gu)|(zh)ɣf܁턝ֿ͑(w)ֻشJ}ĘI(y)(w)̎J(w)}ĘI(y)(w)M(jn)˅^(q)҂CRMϵy(tng)(jng)^@ӵġޡo҂ԒĿ͑회GMACCM(ni)Ŀ͑(w)Y(ji)(gu)˽ŕ֪lܻشĆ}ȻȥҌ(yng)IJT
PwChGMACCM(yng)ԇЧʸߡɱ͵Ԅӑ(yng)ϵy(tng)شMĿ͑ԃGMACCMbһ(f)sZ(yng)ϵy(tng)O(sh)\(yn)D(zhun)҂l(f)F(xin)99%Ŀֱ͑Ӱx˹ϯֱӽՄLipsonfM܂yеĿ͑ԸԒϰһL?dng)?sh)ֲԃ~Ϣɮ(dng)ԃ̘I(y)JrsԸ@ô
Ďׂ҂2f͑еĴ(sh)o҂Ԓr˳Lipsonf鹥҂INߵ^ڹӋɴˎēpʧrfܶ҂?ni)ǐ˿͑Ը^m(x)ͬ҂I(y)(w)(ni)ԹҲܶ࣬JĆTfGʧ͑҂ķ(w)MGMACCMCRMϵy(tng)ēpʧLipson회ޡ^ϵy(tng)ٴM(jn)Сޡ
LipsonژI(y)(w)ĎȡԄӑ(yng)ϵy(tng)ְծa(chn)ƷؽM˿͑(w)\(yn)wϵ͑ɽJ҂oһ800ԒָԷ䌢(lin)ϵ⣬Lipson߀ӏ(qing)˿͑ĵĆT͂һзخa(chn)(jng)ĘI(y)(w)
KLipsonц}Qˣf҂ ԽԽԿ͑̓(ni)ٝP(yng)һڿ͑ͶVϵĕrgҲԽԽ
λôҪ
W˹(Owens Corning)һƵؔ500(qing)˾λڶݵɺӰ߅o(j)90ڹ˾ܘ(gu)^Ŀ͑ஔ(dng)y(dng)r˾ُ˺ܶС˾ԔU(ku)չϵy(tng)a(chn)Ʒͬr˾ߌ_ʼO(sh)Ӌ˾Ҿӌҵ¶λҵ@ЩU(ku)չ˿͑(w)wϵďVͶӴλ(jng)ͬһ͑Ϣڎׂ(sh)(j)лy؏(f)ÿ(f)Ϣ½MڲͬĮa(chn)Ʒ֮yϵy(tng)韩84 Lumber˾ǿ픮a(chn)Ʒa(chn)ƷĴ͑Ć}Ҳo҂@˻y
һƵṩ~[ϵĂy(tng)˾˾Ҳвͬđ(zhn)ԃ(yu)ݡһpĽ(jng)CRMԎʲôQȥ(jng)킃Ոһ헻@M(jn)ԇc(din)(zhn)
MCRMÿοȥҪȡM(jn)չrࡣһԇc(din)Ŀڲm픮a(chn)Ʒyԇ^M(jn)CRMģ͜yԇ@Ŀ鿵˾Qȫ(ni)Ƴԓa(chn)ƷR\
1997(ni)CRM֧߂֪ȫ˾Ŀ͑һݞ3ľVI(lng)Ӌһ7λ(sh)ֵľCA(y)@ӋȡԭČ헻
҂A(y)ڃ(ni)Ӌȥϣܱ(zhn)Y(ji)A(y)㱻pһKK(zhn)A(y)ֻ\(yn)҂ǰ_ʼʩԇc(din)Ŀһλo(j)90֕rgڿĆTRichard Kavermanؑ1999҂CRMˮƽ1992һӵ
֑(yng)ԓͶ뵽CRMϵA(y)㱻ŲõERPĿȥˡ@Ŀýy(tng)һƽ_ȡ˿ԭ200ͬӋC(j)ϵy(tng)֧ȫزͬI(y)(w)T\(yn)ERPĿm(x)7M(fi)2800fԪ
Ȱ(ni)Ȱу(ni)λ\(yn)ÿɿЧܿ]K˿͑Ԅӻ˾F(xin)CIO David JohnsfоںĘI(y)(w)ϵy(tng)ˣ˕rCRM]Ѓ(yu)ǰЈO(jin)Steve Smootf
JohnsJ(rn)CRMĹĴߴ_кõԸR܇RǰCRMھW(wng)ϺͿ͑^ҲJ(rn)(yng)ԓP(gun)עֻ͑^(ni)\(yn)D(zhun)ø
ԏ^فԒ҂ĕrgо͑Ȼǃٻص˾(ni)(w)Diamond ClusterHԃ˾John SviokiafCRMĿ(yng)ԓоl(f)F(xin)ص_ʼ@헹漰˾I(y)(w)O(sh)Ӌ(yu)Ĺ˾@һc(din)
2001ERPĿɹ_ʼڻ(lin)W(wng)ϏĽӼҌҡļͥ(w)a(chn)Ʒ_ʼʩ͑(w)̎Ŀѽ(jng)eʧ˺ܶrgһλ^˾CRM(do)f˾ԣѽ(jng)oӋЛ]ЌʩCRMēpʧǶ
g(sh)
˹(Perseus)˾RCRMҪһ?gu)˾O(sh)Ӌ\(yn)͑{(dio)Ĺ˾Ǐijۃrֵ179Ԫ{(dio)ܛҵ͓ܿһL͑Ĵ˾ͥǹ˾˶æO(sh)Ӌһ汾ܛNڛ]˰ѿ͑ӛϢD(zhun)ƵһP(gun)ϵ˾COO Jeff Henningf͑є(sh)(j)ṩo҂҂s]κ̎
1999HenningR˹Ҫ͑M(jn)иõظۙĿ͑cg(sh)ֲ֧Tc˾Tg]κν@ʹù˾ʧȥ˺ܶC(j)ЩԒɆ}˳ܛęC(j)Henning˾CEO Richard NadlerQُIEpicor˾CRMģKClientele
˼hNadlerHenningڰClienteleɵ˾F(xin)ITϵy(tng)ӋУ]Epicor˾]ڃ(ni)䌍ֻfԪ҂ԞĮa(chn)Ʒdz҂vɲy҂]fCRMϵy(tng)_҂һܛ_l(f)˾Henningؑf҂ȡM(fi)ÿ҂ȫԼܿ죬˹M(jn)Clienteleɵļg(sh)ֽ֧(jng)ײω˾NˆTӆΕryԅf(xi){(dio)F(xin)бClienteleҪ±ׂ^ȥ˹ĆTȻClientele]brһܺͿ͑M(jn)нcͬr˾ĸɹ،ʩCRMĿЈռʡ
^~˹ЈTÿܶҪ˹ѹ˾(sh)(j)еĎǧÑ(sh)(j)(do)Ȼĸo͑l(f)]Ñ30M(fi)ԇҪ˵(dng)͑ҵؓ(f)؟(z)g(sh)ֵ֧ĆTr@ЩT^]Ŀ͑Ϣ҂(jng)ҪLrgشÑُIˎׂܛSCӆεĠB(ti)εĺΆ}Henningf
2001ǡITИI(y)⡣˹Ҳ]ôæµHenning_ʼЕrgԼCRM˼·ƸՈһ(ni)(sh)(j)(jng)John Bowens ̹˾ĆTʹÃǰbCRMϵy(tng)
CRM\(yn)D(zhun)҂M(jn)LI(y)500(qing)HenningД^ȥ҂ĘI(y)(w)뱾(yng)ԓÿ30%L
ChinaByte(e.chinabyte.com)gԡContexts־
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