【正文】 息管理 .................................................................................................................27. 客戶資源分配及轉(zhuǎn)移管理 .....................................................................................................29. 客戶信用管理 .........................................................................................................................30. 客戶聯(lián)系人管理 .....................................................................................................................32. 客戶聚類管理 .........................................................................................................................33. 客戶生命周期管理 .................................................................................................................33. 市場管理 .................................................................................................................................34. 競爭管理 .................................................................................................................................39. 銷售計(jì)劃管理 .........................................................................................................................40. 客戶拓展管理 .........................................................................................................................41. 協(xié)議及執(zhí)行管理 .....................................................................................................................44. 客戶服務(wù)管理 .........................................................................................................................45. 客戶關(guān)懷管理 .........................................................................................................................48. 工作協(xié)同管理 .........................................................................................................................50. 成本控制 .................................................................................................................................51. 工作計(jì)劃及執(zhí)行管理 .............................................................................................................52. 員工管理 .................................................................................................................................53. 業(yè)務(wù)決策與量化評估 .............................................................................................................545. 用友 TurboCRM 應(yīng)用規(guī)劃 ...........................................................................................................62. 針對企業(yè)決策者的應(yīng)用 .........................................................................................................62. 針對部門主管的應(yīng)用 .............................................................................................................62. 針對企業(yè)員工的應(yīng)用 .............................................................................................................636. 用友 TurboCRM 技術(shù)架構(gòu)及標(biāo)準(zhǔn) ...............................................................................................64. 用友 TurboCRM 總體架構(gòu) ...................................................................................................64. 用友 TurboCRM 技術(shù)架構(gòu) ...................................................................................................64. 用友 TurboCRM 網(wǎng)絡(luò)部署 ...................................................................................................653 / 92. 用友 TurboCRM 開放接口標(biāo)準(zhǔn) ...........................................................................................69. 系統(tǒng)硬件環(huán)境 .........................................................................................................................70. 系統(tǒng)操作環(huán)境 .........................................................................................................................71. 系統(tǒng)數(shù)據(jù)庫環(huán)境 .....................................................................................................................717. 用友 TurboCRM 有效實(shí)施 ...........................................................................................................72. 項(xiàng)目規(guī)劃 .................................................................................................................................72. 藍(lán)圖設(shè)計(jì) .................................................................................................................................72. 系統(tǒng)建設(shè) .................................................................................................................................73. 切換準(zhǔn)備 .................................................................................................................................74. 上線驗(yàn)收 .................................................................................................................................758. 用友 TurboCRM 系統(tǒng)持續(xù)服務(wù) ...................................................................................................769. CRM 項(xiàng)目效益分析 .......................................................................................................................79. 營銷成本控制帶來的效益 .....................................................................................................79. 效率提高帶來的效益 .............................................................................................................79. 客戶保留效益 .........................................................................................................................8010. 項(xiàng)目風(fēng)險(xiǎn)分析及對策 .................................................................................................................81. 管理風(fēng)險(xiǎn) .................................................................................................................................81. 員工觀念和素質(zhì)能否轉(zhuǎn)變 .....................................................................................................81. 實(shí)施范圍過大的風(fēng)險(xiǎn) ..................................................