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【正文】 ......................................................... 79 財(cái)務(wù)軟件方案 ................................................................................................... 79 關(guān)鍵技術(shù) .......................................................................................................... 80 柔性構(gòu)件技術(shù) ............................................................................................ 80 客戶關(guān)系管理（ CRM） ............................................................................. 80 客戶關(guān)系管理的基本概念 ............................................................................... 81 （ 1）客戶 ........................................................................................................ 81 （ 2）客戶關(guān)系 ................................................................................................. 81 （ 3）客戶關(guān)系管理 .......................................................................................... 81 （ 4）客戶關(guān)系管理應(yīng)用軟件 ............................................................................ 81 客戶關(guān)系管理的應(yīng)用范圍 ............................................................................... 81 Call Center 實(shí)現(xiàn)方案建議 ........................................................................... 81 Call Center 概念 .............................................................................................. 81 （ 1）第一代呼叫中心 ...................................................................................... 82 （ 2）第二代呼叫中心 ...................................................................................... 82 （ 3）第三代呼叫中心 ...................................................................................... 82 呼叫中心系統(tǒng)的設(shè)計(jì)思路 ............................................................................... 83 呼叫中心的系統(tǒng)功能 ...................................................................................... 83 （ 1）系統(tǒng)接入部分 .......................................................................................... 83 （ 2） CTI 平臺(tái)部分 .......................................................................................... 84 （ 3）應(yīng)用軟件系統(tǒng)部分 ................................................................................... 84 （ 4）系統(tǒng)后端部分 .......................................................................................... 85 GIS/GPS 應(yīng)用 ............................................................................................ 86 9 系統(tǒng)實(shí)施方案 .......................................................................................................... 87 實(shí)施規(guī)劃 .......................................................................................................... 87 第一階段實(shí)施規(guī)劃 ..................................................................................... 87 第二階段實(shí)施規(guī)劃 ..................................................................................... 87 第三階段實(shí)施規(guī)劃 ..................................................................................... 88 實(shí)施過程 .......................................................................................................... 88 第一階段：前期 ........................................................................................ 88 領(lǐng)導(dǎo)層培訓(xùn)及管理理念的培訓(xùn) ........................................................................ 88 企業(yè)診斷 ........................................................................................................ 88 需求分析，確定目標(biāo) ...................................................................................... 88 軟件選型 ........................................................................................................ 89 第二階段：準(zhǔn)備 ........................................................................................ 89 項(xiàng)目組織 ........................................................................................................ 89 數(shù)據(jù)準(zhǔn)備 ........................................................................................................ 89 系統(tǒng)安裝調(diào)試 ................................................................................................. 89 軟件原型測(cè)試。 ............................................................................................. 89 第三階段：模擬運(yùn)行及用戶化 ................................................................... 90 模擬運(yùn)行 ........................................................................................................ 90 制定工作準(zhǔn)則與工作規(guī)程 ............................................................................... 90 驗(yàn)收 ............................................................................................................... 90 切換運(yùn)行 ........................................................................................................ 90 新系統(tǒng)運(yùn)行 .................................................................................................... 90 10 設(shè)備及費(fèi)用預(yù)算 ................................................................................................... 91 硬件及通訊設(shè)備 ............................................................................................ 91 體系構(gòu)成 ............................................................................................... 91 公司總部服務(wù)器體系構(gòu)成 ............................................................................... 91 分部服務(wù)器體系構(gòu)成 ...................................................................................... 91 直營(yíng)店 /加盟店工作站與附屬設(shè)備 .................................................................... 91 資金預(yù)算 ............................................................................................... 91 硬件清單 ........................................................................................................ 91 硬件選型 ........................................................................................................ 93 設(shè)施 ................................................................................................................. 93 高度安全性 .....................................................