【正文】 .............73 網(wǎng)絡(luò)拓?fù)浣Y(jié)構(gòu) ..................................................................................................................73 方案 1.......................................................................................................................73 方案 2.......................................................................................................................74 服務(wù)器方案 ......................................................................................................................75 服務(wù)器選型 ..............................................................................................................75PC 級(jí)服務(wù)器 ..................................................................................................................76UNIX 服務(wù)器 .................................................................................................................76 工作站選型 ..............................................................................................................77 系統(tǒng)完全方案 ..........................................................................................................77 UPS 方案 .................................................................................................................77 網(wǎng)絡(luò)方案 ..........................................................................................................................77 網(wǎng)絡(luò)建設(shè)目標(biāo) ..........................................................................................................77 網(wǎng)絡(luò)方案選擇 ..........................................................................................................78 數(shù)據(jù)庫(kù)方案 ......................................................................................................................78 SQL Server 數(shù)據(jù)庫(kù) ..................................................................................................79性能 ................................................................................................................................79系統(tǒng)要求 ........................................................................................................................79 Oracle8i....................................................................................................................80特點(diǎn) ......................................................................................................................................80 數(shù)據(jù)庫(kù)系統(tǒng)結(jié)構(gòu) ......................................................................................................82 財(cái)務(wù)軟件方案 ..................................................................................................................82 關(guān)鍵技術(shù) ..........................................................................................................................83 柔性構(gòu)件技術(shù) ..........................................................................................................83 客戶關(guān)系管理（CRM） .........................................................................................83客戶關(guān)系管理的基本概念 ............................................................................................84（1）客戶 ........................................................................................................................84（2）客戶關(guān)系 ................................................................................................................84（3）客戶關(guān)系管理 ........................................................................................................84（4）客戶關(guān)系管理應(yīng)用軟件 ........................................................................................84客戶關(guān)系管理的應(yīng)用范圍 ............................................................................................84 Call Center 實(shí)現(xiàn)方案建議 ......................................................................................84Call Center 概念 ............................................................................................................84（1）第一代呼叫中心 ....................................................................................................85（2）第二代呼叫中心 ....................................................................................................85（3）第三代呼叫中心 ....................................................................................................85呼叫中心系統(tǒng)的設(shè)計(jì)思路 ............................................................................................86呼叫中心的系統(tǒng)功能 ....................................................................................................86（1）系統(tǒng)接入部分 ........................................................................................................86（2）CTI 平臺(tái)部分 ........................................................................................................87（3）應(yīng)用軟件系統(tǒng)部分 ................................................................................................87（4）系統(tǒng)后端部分 ........................................................................................................88 GIS/GPS 應(yīng)用 ..........................................................................................................899 系統(tǒng)實(shí)施方案 ..........................................................................................................................90 實(shí)施規(guī)劃 ..........................................................................................................................90 第一階段實(shí)施規(guī)劃 ..................................................................................................90 第二階段實(shí)施規(guī)劃 ..................................................................................................90 第三階段實(shí)施規(guī)劃 ..................................................................................................91 實(shí)施過(guò)程 ..........................................................................................................................91 第一階段：前期 ......................................................................................................91領(lǐng)導(dǎo)層培訓(xùn)及管理理念的培訓(xùn) .................