16客户关系管理（crm）对企业经营的改进.doc

16客户关系管理（CRM）对企业经营的改进

全文约5100字

目 录

一、 中国用户的CRM情结 3
（一） 变通让应用作活3
（二） CRM是利器还是枷锁 4
二、 CRM实施完全手册 6
（一） CRM实施目标 6
（二） CRM实施阶段 7
（三） CRM系统的功能构成 8
（四） 成功实施CRM的关键因素 9
（五） 项目实施组织结构的建立 11
（六） 软件供应商及实施伙伴的选择 11
三、 本篇论文的不足之处 12
四、 致谢 12
五、 参考文献 13