罗兰贝格咨询-crm（中文）新.pdfVIP

客户关系管理（CRM） – 咨询步骤– Munich, June 2000 Roland Berger Partner GmbH – International Management Consultants Barcelona – Beijing – Berlin – Brussels – Bucharest – Budapest – Buenos Aires – Delhi – Detroit – Düsseldorf – Frankfurt – Hamburg – Kiev – Kuala Lumpur – Lisbon London – Madrid – Milan – Moscow – Munich – New York – Paris – Prague – Riga – Rome – São Paulo – Shanghai – Stuttgart – Tokyo – Vienna – Zurich - 1 - Discussion_Paper_SAG.ppt 内容 页码 A. 导言 3 B. 项目目标和范围 12 C. 步骤 16 C.1 CRM 目标设定 19 C.2 CRM 战略与技术概念 34 C.3 CRM 实施 74 D. 参考 77 E. 附录: 支持CRM实施的工具 81 E.1 作为支持CRM工具的互联网 82 E.2 作为支持CRM工具的呼叫中心 93 This document was created for the exclusive use of our clients. It is not complete unless supported by the underlying detailed analyses and oral presentation. It must not be passed on to third parties except with the explicit prior consent of Roland Berger Part