【正文】 .............................................. 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 現(xiàn)方案建議 ........................................................................... 84 Call 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 ............................................................................................ 89 9 系統(tǒng)實施方案 .......................................................................................................... 90 實施規(guī)劃 .......................................................................................................... 90 第一階段實施規(guī)劃 ..................................................................................... 90 第二階段實施規(guī)劃 ..................................................................................... 90 第三階段實施規(guī)劃 ..................................................................................... 91 實施過程 .......................................................................................................... 91 第一階段：前期 ........................................................................................ 91 領(lǐng)導層培訓及管理理念的培訓 ........................................................................ 91 企業(yè)診斷 ........................................................................................................ 91 需求分析，確定目標 ...................................................................................... 91 軟件選型 ........................................................................................................ 92 第二階段：準備 ........................................................................................ 92 項目組織 ........................................................................................................ 92 數(shù)據(jù)準備 ........................................................................................................ 92 系統(tǒng)安裝調(diào)試 ................................................................................................. 92 軟件原型測試。 ............................................................................................. 92 第三階段：模擬運行及用戶化 ................................................................... 93 模擬運行 ........................................................................................................ 93 制定工作準則與工作規(guī)程 ............................................................................... 93 驗收 ............................................................................................................... 93 切換運行 ........................................................................................................ 93 新系統(tǒng)運行 .................................................................................................... 93 10 設(shè)備及費用預算 ................................................................................................... 94 硬件及通訊設(shè)備 ............................................................................................ 94 體系構(gòu)成 ............................................................................................... 94 公司總部服務(wù)器體系構(gòu)成 ............................................................................... 94 分部服務(wù)器體系構(gòu)成 ...................................................................................... 94 直營店 /加盟店工作站與附屬設(shè)備 .................................................................... 94 資金預算 ............................................................................................... 94 硬件清單 ........................................................................................................ 94 硬件選型 ........................................................................................................ 96 設(shè)施 ................................................................................................................. 96 高度安全性 ...................................................................................................... 96 管理及服務(wù) .............................................................................