【作者】 彭馨；

【导师】 张海峰；

【作者基本信息】 哈尔滨工程大学 ， 工商管理， 2010， 硕士

【摘要】 客户是企业最为宝贵的无形资产,面对席卷全球的金融危机带来的巨大影响,苏州市软件评测中心有限公司作为苏州软件园的平台服务单位,担负着扶持中小软件企业发展、帮助传统软件企业转型的责任。利用客户关系管理这一先进的管理思想,深入挖掘客户的服务需求,提升客户服务的满意度,更好的服务于园区企业,完成上级主管部门的考核指标。本文通过对大量研究文献的回顾,对客户关系管理、SaaS等概念进行界定,分析了其未来的发展趋势。对公司现阶段客户关系管理存在的问题及产生原因进行了分析,进而明确了公司在CRM系统的选型和实施的原则及思路,同进与实际调研结果相结合,选择了适合公司现状的基于SaaS这一新兴模式来实施CRM系统,规划了系统的实施流程、分析了系统的功能,给出并分析了CRM系统的总体框架,针对性地提出了实施过程中相应的技术、资金、人员的保障措施。更多还原

【Abstract】 Customer is one of the most valuable intangible assets of the enterprise, when the global financial crisis sweeping the tremendous impact, Suzhou Software Testing Center Co., Ltd. as a platform service units of Suzhou Software Park, should carry out the responsibility to support small and medium enterprise development, and help traditional software companies transformation. By using customer relationship management, in-depth dig customer service needs, enhance customer service satisfaction, and better serve the business park to complete the higher level government in charge of the assessment indicators.In this paper, we have reviewed a large number of research literature on customer relationship management and SaaS, defined concepts and analyzed their development trends. We also analyze the company’s customer relationship management problems and causes, and then clear the company’s CRM system selection and implementation of the principles and ideas, with the actual result of the investigation into the combination selected for the company is based on the status SaaS model to the implementation of this new CRM system, planned for the system implementation process, analyzes the function of the system, are presented and analyzed the overall framework of the CRM system, puts forward the process of implementing the appropriate technology, capital, personnel safeguards.更多还原