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ERP与CRM集成模型研究及设计 总被引:2,自引:0,他引:2
针对企业资源计划ERP与客户关系管理CRM系统信息集成问题,提出了一种ERP与CRM的集成模型。重点讨论了集成模型对企业库存管理的影响。 相似文献
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基于ERP的CRM系统模型 总被引:4,自引:0,他引:4
通过分析企业资源计划系统 (ERP)存在的问题 ,提出了客户关系管理 (CRM)的管理思想及其实现原理 ,集中说明了CRM中的数据处理过程、数据仓库的应用、ERP与CRM的无缝连接 ,以及基于ERP的CRM系统模型的建立及该系统对企业的重要性。 相似文献
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以机械制造业(含汽车)ERP/SCM/CRM集成技术与系统攻关为科研背景,分析汽车行业供应链,将Intranet和Extranet技术应用与汽车行业供应链管理之中,给出基于网络中介的汽车行业供应链信息集成系统的实例. 相似文献
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对ERP有两种截然不同的看法:说ERP“行”的一批,简直希望将基于ERP的集成应用实施视为信息化工作的全部内容,在他们眼里ERP既是企业内部的唯—信息主干平台,也是全部管理和业务的依托平台,也只有通过它才能实现业务和财务信息的一体化;说ERP“不行”的一派则强调电子商务时代的企业应用必须建立在跨企业的信息平台上,工作流,CRM和SCM等基于互联网的应用软件才是顺应了未来潮流。 相似文献
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SCM、APS和ERP 总被引:4,自引:0,他引:4
陈绍文 《CAD/CAM与制造业信息化》2001,(3):13-17
供应链管理SCM和其他单项管理软件,如CRM等的发展对传统ERP系统提出了严重的挑战,它们之间既有功能重叠、又可集成应用。目前企业应用软件的发展出现了百家争鸣的局面,无论是应用企业还是软件供应商,都应谨慎地面对这种形势。一、ERP的功能和缺陷从60年代开始,制造业企业逐步地采用制造资源计划软件进行库存、采购和财务的管理。编制和控制生产进度计划等繁重工作都依赖于MRP-MRPII-ERP的集成和精确的处理能力来完成。ERP软件与管理人员的丰富经验相结合,至90年代中后期,创造了ERP实践的辉煌时期。在1998年以前,ERP被… 相似文献
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管理信息系统这门新兴的科学主要研究内容就是如何最大限度的应用现代计算机及网络通讯技术增强企业管理。本文主要阐述了管理信息系统的基本功能及结构,通过管理信息系统在企业管理中的应用,明确指出了管理信息系统在企业信息化管理过程中的重要性。 相似文献
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面向客户的CRM体系结构研究 总被引:6,自引:0,他引:6
客户关系管理系统()是提高企业核心竞争力的有力武器,但现有产品存在一定的缺陷。文章提出一种以业务过程分类为基础的,并采用事件驱动的、基于扩展ECA规则的方法实现的CRM系统体系结构。该体系结构能够有效地解决目前CRM产品中存在的一些问题,为改善现有CRM产品的性能和开发新产品提供了一种新的途径。 相似文献
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潘光强 《数字社区&智能家居》2011,(7)
客户资源现已成为企业最重要的战略资源之一,企业为此也花费大量资金构筑客户关系管理(CRM)系统。该文就关于CRM系统结构和与数据挖掘技术相结合的优势,通过实例论证数据挖掘技术在CRM中的实际运用,可以通过对企业销售数据的关联分析把企业的大量客户分成不同的类型,并发现不同类客户的需求特征,从而提供不同的营销策略和服务,维系老客户,发现新客户,不断提升客户价值,增加客户满意度。 相似文献
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The CRM System, which maximizes business profits by pursuing a continuous relationship with customers, is based on an analytical CRM that sets up a marketing strategy by analyzing customer information. However, thanks to the technological development of the Internet and mobile phones, customer contact is being carried out through a variety of channels. Yet currently, the needs of customers are not being addressed in a timely manner due to a weak system that cannot immediately deal with customer requests and because of which customer information is not administered in a systematic manner.Therefore, rather than focusing on off-line-focused analytical CRM, it is necessary to concentrate on real time CRM that reflects the aspects of the operative or collaborative CRM. This study also develops an Event CRM solution that can bring satisfaction to customers when they want it by systematizing the contact points of customers, which constitute various institutions and channels.The CRM model that this study presents is the support of Event CRM services for all business types against the backdrop of a wireless/wire environment, and the support of small and medium sized companies, which are burdened by information management costs, to meet the demand for CRM.In order to present the wireless/wire integration CRM Gateway Model, the study focuses on insurance CRM services.When a customer event arises through various channels such as the Internet, SFA or CTI, the event data are transferred through a standardized form. Based on these data, the campaign and service is then extracted and analyzed with the Event CRM Gateway Engine. A match is immediately made between the saved rules and the campaign and services that best fit the customer. Finally, the information is provided to the customer via a mobile phone or website. 相似文献
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In the information systems, customer relationship management (CRM) is the overall process of building and maintaining profitable customer relationships by delivering superior customer value and satisfaction with the goal of improving the business relationships with customers. Also, it is the strongest and the most efficient approach to maintaining and creating the relationships with customers. However, to the best of our knowledge and despite its importance, there is not any comprehensive and systematic study about reviewing and analyzing its important techniques. Therefore, in this paper, a comprehensive study and survey on the state of the art mechanisms in the scope of the CRM are done. It follows this goal by looking at five categories in which CRM plays a significant role: E-CRM, knowledge management, data mining, data quality and, social CRM. In each category, a couple of studies are presented and determinants of CRM are described and discussed. The major development in these five categories is reviewed and the new challenges are outlined. Also, a systematic literature review (SLR) in each of these five categories is provided. Furthermore, insights into the identification of open issues and guidelines for future research are provided. 相似文献
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Customer relationship management (CRM) is a multi-perspective business paradigm which aims maximizing the benefits gained from relationships with customers. The aim of this paper is to compare the CRM performances of e-commerce firms using a multiple criteria decision making (MCDM) approach. Analytical network process (ANP) is a MCDM methodology which can take the inner and outer dependencies among multiple criteria into consideration. As there are dependencies among CRM performance evaluation criteria, ANP is used for comparing the CRM performances of the e-commerce firms under consideration. A sensitivity analysis also provided in order to monitor the robustness of the proposed ANP framework to changes in the weights of evaluation criteria. To the authors’ knowledge, this will be the first study which evaluates CRM performance using ANP. 相似文献
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王荇 《数字社区&智能家居》2007,2(7):167
客户是所有企业经营活动的终极元素,客户关系管理(CRM)是“以客户为中心”的现代管理理念和IT技术结合的产物,能够提高企业的核心竞争力。本文对中小企CRM进行了较为全面的研究,包括CRM相关理论和中小企业CRM的实施等。 相似文献