【正文】 ......................10 分公司業(yè)務(wù)流程 ...............................................................................................................................10 北京專賣(mài)店業(yè)務(wù)流程 .......................................................................................................................115 系統(tǒng)功能 .......................................................................................................................................12 恒昇銷(xiāo)售網(wǎng)絡(luò)管理系統(tǒng)的目標(biāo) .............................................................................................................12 恒昇銷(xiāo)售網(wǎng)絡(luò)管理系統(tǒng)的功能 ...........................................................................................................12 銷(xiāo)售網(wǎng)絡(luò)數(shù)據(jù)管理（ NET） .....................................................................................................13 銷(xiāo)售需求管理（ DMD） ..........................................................................................................14 銷(xiāo)售事務(wù)處理（ SAL） ...............................................................................................................15 銷(xiāo)售資源計(jì)劃（ DRP） ...........................................................................................................16 銷(xiāo)售發(fā)運(yùn)管理（ SHP） ................................................................................................................17 銷(xiāo)售支持子系統(tǒng) ( SPT )..............................................................................................................18 庫(kù)存管理子系統(tǒng) ( SPT )..............................................................................................................18 恒昇銷(xiāo)售網(wǎng)絡(luò)管理系統(tǒng)的特點(diǎn)與優(yōu)勢(shì) ...........................................................................................19 銷(xiāo)售資源計(jì)劃（ DRP）適應(yīng)多種銷(xiāo)售模式 .............................................................................19 靈活構(gòu)造銷(xiāo)售 BOM .....................................................................................................................19 多需求來(lái)源、多種預(yù)測(cè)方法 .......................................................................................................19 適應(yīng)完整的服務(wù)網(wǎng)絡(luò) ...................................................................................................................20 細(xì)膩的銷(xiāo)售事務(wù)處理過(guò)程 ...........................................................................................................20 發(fā)運(yùn)過(guò)程自動(dòng)化 ...........................................................................................................................20 支持大中型企業(yè) /集團(tuán)的經(jīng)營(yíng)管理 ...........................................................................................21 支持面向國(guó)際市場(chǎng)的經(jīng)營(yíng)管理 ...................................................................................................21 低投入、低運(yùn)行、低維護(hù) ...........................................................................................................21 高度集成化、模塊化 .................................................................................................................21 良好可擴(kuò)展性和可開(kāi)發(fā)性 .........................................................................................................21 高安全性和可靠性 .....................................................................................................................22 靈活的報(bào)表工具 .........................................................................................................................226 關(guān)鍵技術(shù)與優(yōu)勢(shì) .....................................................................................................................23 系統(tǒng)對(duì)象選擇 ...................................................................................................................................23 客戶關(guān)系管理（CRM）技術(shù) ..........................................................................................................23 客戶關(guān)系管理的基本概念 .......................................................................................................23 客戶關(guān)系管理的應(yīng)用范圍 .......................................................................................................24 柔性構(gòu)件技術(shù) ...................................................................................................................25 優(yōu)化調(diào)度 ...........................................................................................................................................25 GIS/GPS 應(yīng)用 ...................................................................................................................................257. CALL CENTER 實(shí)現(xiàn)方案建議 .............................................................................27 CALL CENTER 概念 ............................................................................................................................27 呼叫中心系統(tǒng)的設(shè)計(jì)思路 ...............................................................................................................28 呼叫中心的系統(tǒng)功能 .......................................................................................................................29 系統(tǒng)接入部分 ...........................................................................................................................29 CTI 平臺(tái)部分 ............................................................................................................................29 應(yīng)用軟件系統(tǒng)部分 ...................................................................................................................30 系統(tǒng)后端部分 ...........................................................................................................................308. 服務(wù)與支持 .................................................................................................................................321 / 361. 引言近年來(lái)，隨著經(jīng)濟(jì)的全球化和中國(guó)市場(chǎng)經(jīng)濟(jì)體制改革的不斷深化，市場(chǎng)競(jìng)爭(zhēng)不斷加劇，同時(shí)，日新月異的信息技術(shù)推動(dòng)商業(yè)行為模式不斷更新，使銷(xiāo)售成本的大幅度降低成為可能。恒昇從品牌創(chuàng)立到現(xiàn)在：銷(xiāo)售量逐年上升，市場(chǎng)占有率一直在前三名內(nèi)；1995 年銷(xiāo)售額近億元，并在第三期日元貸款項(xiàng)目中一舉奪魁，中標(biāo) 800 余臺(tái)，成為該項(xiàng)目筆記本電腦中標(biāo)數(shù)最多的廠商；1996 年銷(xiāo)