| 汽车企业CRM系统研究与设计 |
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| 引用本文： | 王宇宁,蔡云.汽车企业CRM系统研究与设计[J].武汉理工大学学报(信息与管理工程版),2004,26(1):87-91. |
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| 作者姓名： | 王宇宁 蔡云 |
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| 作者单位： | 武汉理工大学,汽车工程学院,湖北,武汉,430070 |
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| 摘 要： | 客户关系管理的出现给汽车企业带来了客户管理变革的新课题。介绍了CRM的基本概念和汽车企业建造CRM系统的必要性;分析了客户关系管理在汽车企业中的应用特点;建立了汽车企业CRM系统的模型;重点介绍了系统的体系结构、网络结构,以及客户销售管理、市场管理、支持和服务管理3个子系统的设计方案。
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| 关 键 词： | 客户关系 汽车企业 系统设计 |
| 文章编号： | 1007-144(2004)01-0087-05 |
| 修稿时间： | 2003年6月17日 |
Study and Design of CRM in Automobile Enterprises |
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| Wang Yuning,Cai Yun Wang Yuning: Lect., School of Automotive Engineering,WUT,Wuhan ,China..Study and Design of CRM in Automobile Enterprises[J].Journal of Wuhan University of Technology(Information & Management Engineering),2004,26(1):87-91. |
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| Authors: | Wang Yuning Cai Yun Wang Yuning: Lect School of Automotive Engineering WUT Wuhan China |
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| Affiliation: | Wang Yuning,Cai Yun Wang Yuning: Lect., School of Automotive Engineering,WUT,Wuhan 430070,China. |
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| Abstract: | The automobile enterprises are facing with a new task in customer management innovation with the appearance of CRM. The basic conception of CRM and its necessity to automobile enterprises are introduced. The characteristics of practical application of CRM are analyzed. A model of CRM in automobile enterprises is constructed. And the author pays much attention to the systematic architecture and network structure of the system, as well as three other sub-systems: customer sales management, marketing control, and support and service management. |
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| Keywords: | customer management automobile system design |
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