信息不对称下CRM软件供应商选评体系应用研究.doc

本科毕业设计（论文） 信息不对称下CRM软件供应商的 选评体系研究 学 院 管理学院 专 业 信息管理与信息系统 年级班别 级班 学 号 学生姓名 指导教师 2011年6月 / 摘 要 在市场竞争日益加剧的今天，客户的重要性逐渐引起了企业的重视。CRM系统作为一种能有效管理客户的高新技术手段越来越吸引大多数企业的眼球。然而CRM软件供应商的数量越来越多，如何选择正确的软件及供应商是企业CRM项目的基础。因此，通过对CRM软件供应商的选择研究，如何建立更加科学合理的评价体系是企业在选择CRM软件供应商中所要面临的重要问题。 本文主要针对CRM软件供应商选择研究不足的问题，就如何建立科学合理的评价指标体系，为减少评价中因信息不对称和主观因素的影响导致的误差，对客户关系管理实施中CRM软件供应商的选择问题进行了系统的、定量的研究。建立了一套CRM软件供应商的评价指标体系和评价模型。依据双准则层思想，结合模糊综合评价法和层次分析法，通过双准则层模糊层次分析法对CRM软件供应商选择进行定性和定量相结合的分析，并对文中涉及的指标体系、评价模型和分析方法进行了实例验证。为企业在CRM软件供应商做出最优选择提供参考依据。因此，本文的具有一定现实意义。CRM软件供应商，选评体系，双准则层模糊层次分析法 注：本论文题目来源于 自选。 Abstract The growing competition in the market today, the importance of the customer is gradually caused the attention of the enterprises.As an effective management customers high-tech means,CRM system is more and more attracted most of enterprises eyeball.However, CRM software vendors increasing quickly, how to choose the right software and vendors is the foundation of enterprises CRM projects.Therefore, through the choice of CRM software vendors, how to build an evaluation system more scientifically and reasonably is important issue the enterprise have to face in the choice of CRM software vendors. This article mainly aims at the problem of insufficient in the research of CRM software vendor selection, on how to build an evaluation index system scientifically and reasonably, to reduce the errors caused by the information asymmetry and subjective factor in evaluation.This article is aimed at researching the problems in the choice of CRM software vendors in the implementation of the customer relationship management quantificationally and by the numbers.It has established a set of CRM software supplier evaluation index system and evaluation model.Based on double standards layer thoughts, fuzzy comprehensive evaluation method and analytic hierarchy process, the article analysed the choice of CRM software vendors through the double sta