【正文】 ...........35. 營(yíng)銷類實(shí)體 ............................................................................................................36. 銷售類實(shí)體 ............................................................................................................37. 業(yè)務(wù)產(chǎn)品信息域 ............................................................................................................37. 服務(wù)信息域 ....................................................................................................................38. 客戶關(guān)懷類實(shí)體 ....................................................................................................38. 專家服務(wù)類實(shí)體 ....................................................................................................39. 快速響應(yīng)服務(wù)類實(shí)體 ............................................................................................39. 高質(zhì)量服務(wù)類實(shí)體 ................................................................................................39. 運(yùn)營(yíng)支撐信息域 ............................................................................................................39. 業(yè)務(wù)受理 ................................................................................................................39. 業(yè)務(wù)開(kāi)通 ................................................................................................................40. 帳務(wù)結(jié)算 ................................................................................................................40. 故障處理 ................................................................................................................41第 4 章. 集團(tuán)公司級(jí)功能需求 ....................................................................................................42. 面向信息管理的需求 ....................................................................................................42. 大客戶資料管理 ....................................................................................................42. 知識(shí)庫(kù)管理 ............................................................................................................49. 產(chǎn)品管理 ................................................................................................................51. 文檔管理 ................................................................................................................53. 規(guī)則管理 ................................................................................................................56. 面向業(yè)務(wù)運(yùn)營(yíng)的需求 ....................................................................................................59. 大客戶服務(wù) ............................................................................................................59. 市場(chǎng)營(yíng)銷管理 ........................................................................................................74. 銷售管理 ................................................................................................................86. 面向經(jīng)營(yíng)決策的需求 ....................................................................................................93. 綜合查詢 ................................................................................................................93. 綜合統(tǒng)計(jì) ................................................................................................................95. 綜合分析 ................................................................................................................96. 面向綜合管理的需求 ..................................................................................................105. 團(tuán)隊(duì)管理 ..............................................................................................................105. 員工管理 ..............................................................................................................108. 考核管理 ..............................................................................................................110. 成本管理 ..............................................................................................................111. 日常工作管理 ......................................................................................................113. 信息交流管理 ......................................................................................................114. 流程管理 ..............................................................................................................116. 系統(tǒng)管理的需求 ..........................................................................................................117. 職責(zé)與權(quán)限管理 ..................................................................................................117. 系統(tǒng)監(jiān)控 ..............................................................................................................119. 操作日志管理 ......................................................................................................120. 系統(tǒng)日志管理 ......................................................................................................120. 數(shù)據(jù)備份 ..............................................................................................................1213 / 156第 5 章. 省級(jí)功能需求 ..............................................................................................................123. 面向信息管理的需求 ..................................................................................................123. 大客戶資料管理 ..................................................................................................123. 知識(shí)庫(kù)管理 ..........................................................................................................123. 產(chǎn)品管理 ..............................................................................................................123. 文檔管理 ..............................................................................................................123. 規(guī)則管理 ..............................................................................................................123. 面向業(yè)務(wù)運(yùn)營(yíng)的需求 .................................................................................................