【作者】 刘之涛；

【导师】 王红兵；

【作者基本信息】 武汉理工大学 ， 结构工程， 2002， 硕士

【摘要】 随着互联网技术和信息技术的发展，以电子数据交换为基础的电子商务得到了越来越广泛的应用。在电子商务时代，企业的传统资源，如产品质量和价格等，在激烈的市场竞争中已无法为企业带来新的竞争力，客户才是企业最重要的资源，而客户关系管理正是一种以客户为中心的经营理念。 本文介绍了客户关系管理的一般理论知识，结合房地产行业的实际分析了房地产企业客户关系管理的系统结构及其功能模块，结合了客户关系管理所涉及的业务流程，提出了房地产企业的自动化过程控制解决方案。同时对房地产企业客户关系管理的数据存储集成和信息处理分析进行了进一步的探讨。更多还原

【Abstract】 With the development of Internet technology and information technology, electronic commerce is being applied in- more and more fields. In the era of electronic commerce, traditional enterprise resources such as quality and price of products won’t bring new competitive power to enterprise in vehement market competition, and clients will become most recourses of enterprise. As a part of electronic commerce, Customer Relationship Management is a kind of management concept regarding clients as the focus of management and can efficiently improve the whole operational efficiency of enterprise.The thesis elaborately introduces the general theories of Customer Relationship Management (CRM), analyzes the systematic infrastructure and functional modules of CRM according the reality of real estate, summarizes business flows related to CRM, brings forward the solution to the automatic process control of real estate enterprise. Furthermore, the thesis deeply discusses the storage and integration of data and the processing and analysis of the information in the CRM of real estate enterprise.更多还原