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【正文】 .................................... 81 財務(wù)軟件方案 ................................................................................................... 81 關(guān)鍵技術(shù) .......................................................................................................... 82 柔性構(gòu)件技術(shù) ............................................................................................ 82 客戶關(guān)系管 理（ CRM） ............................................................................. 82 客戶關(guān)系管理的基本概念 ............................................................................... 83 （ 1）客戶 ........................................................................................................ 83 （ 2）客戶關(guān)系 ................................................................................................. 83 （ 3）客戶關(guān)系管理 .......................................................................................... 83 （ 4）客戶關(guān)系管理應(yīng)用軟件 ............................................................................ 83 客戶關(guān)系管理的應(yīng)用范圍 ............................................................................... 83 Call Center 實現(xiàn)方案建議 .......................................................................... 83 Call Center 概念 .............................................................................................. 83 （ 1）第一代呼叫中心 ...................................................................................... 84 （ 2）第二代呼叫中心 ...................................................................................... 84 （ 3）第三代呼叫中心 ...................................................................................... 84 呼叫 中心系統(tǒng)的設(shè)計思路 ............................................................................... 85 呼叫中心 的系統(tǒng)功能 ...................................................................................... 85 （ 1）系統(tǒng)接入部分 .......................................................................................... 85 （ 2） CTI 平臺部分 .......................................................................................... 86 （ 3）應(yīng)用軟件系統(tǒng)部分 ................................................................................... 86 （ 4）系統(tǒng)后端部分 .......................................................................................... 87 GIS/GPS 應(yīng)用 ............................................................................................ 88 9 系統(tǒng)實施方案 .......................................................................................................... 89 實施規(guī)劃 .......................................................................................................... 89 第一階段實施規(guī)劃 ..................................................................................... 89 第二階段實施規(guī)劃 ..................................................................................... 89 第三階段實施規(guī)劃 ..................................................................................... 90 實施過程 .......................................................................................................... 90 第一階段：前期 ........................................................................................ 90 領(lǐng)導(dǎo)層培訓(xùn)及管理理念的培訓(xùn) ........................................................................ 90 企業(yè)診斷 ........................................................................................................ 90 需求分析，確定目標(biāo) ...................................................................................... 90 軟件選型 ........................................................................................................ 91 第二階段：準(zhǔn)備 ........................................................................................ 91 項目組織 ........................................................................................................ 91 數(shù)據(jù)準(zhǔn)備 ........................................................................................................ 91 系統(tǒng)安裝調(diào)試 ................................................................................................. 91 軟件原型測試。 ............................................................................................. 91 第三階段：模擬運行及用戶化 ................................................................... 92 模擬運行 ........................................................................................................ 92 制定工作準(zhǔn)則與工作規(guī)程 ............................................................................... 92 驗收 ............................................................................................................... 92 切換運行 ........................................................................................................ 92 新系統(tǒng)運行 .................................................................................................... 92 10 設(shè)備及費用預(yù)算 .................................................................................................. 93 硬件及通訊設(shè)備 ............................................................................................... 93 體系構(gòu)成 ................................................................................................... 93 公司總部服務(wù)器體系構(gòu)成 ............................................................................... 93 分部服務(wù)器體系構(gòu)成 ...................................................................................... 93 直營店 /加盟店工作站與附屬設(shè)備 .................................................................... 93 資金預(yù)算 ................................................................................................... 93 硬件清單 ........................................................................................................ 93 硬件選型 ........................................................................................................ 95 設(shè)施 ................................................................................................................. 95 高度安全性 ............................................................