XX 交通大学本科毕业论文呼叫中心 CRM 系统的设计与开发呼叫中心 CRM 系统的设计与开发摘 要客户关系管理（CRM）系统可以泛指企业获得和维持可带来业务收益的用户群的各种技术平台。随着市场竞争的日益激烈，企业迫切需要这样的技术平台，从而以更好的服务和支持（而不仅仅是产品特色）来赢得忠实的用户。因此，当 CRM 的概念被正式提出来以后，各类不同性质不同侧重点的解决方案都被冠以 CRM 的名头，致使企业陷入迷惘当中。在现代商务中，客户关系管理常常是从进展和管理与客户的沟通沟通与各种关系开始的。在全球大多数国家普遍采纳的处理这方面要求的技术平台就是呼叫中心（CALL CENTER）。本课题的讨论范围旨在将 CRM 系统和呼叫中心联系在一起，通过 CRM 系统，使得呼叫中心的效率问题，数据统计问题，信息保存问题，信息更新等问题得以解决，同时也更加科学，方便的对所获得的信息，进行整理，分析，从中挖掘出有用的信息。关键词：CRM，呼叫中心，呼叫中心 CRM 系统THE DESIGN AND DEVLOPMENT OF THE CRMSYSTEMFORCALLCENTERABSTRACTWith the sustaining development of the modernization of the market, the performance management is becoming more important. How shall we link the strategy with the performance management efficiently? Well, the Balanced Score Card is the key to the question. BSC includes both strategy and human resource.BSC associates performance management of the enterprise. Generally speaking, the strategies are always set down from 4 sides: Financial, Customers, Internal business process, learning and growth. Within each strategy, there are one or more indexes that can be measured. What’s more, each index has its goal. BSC is always put together with the floating salary. A scheme for action is needed to each key goal. And the strategy for the enterprise will be separated while it comes to the departments or even to the employees.It is a widely-concerned problem for the companies to set up a scientific and efficient performance management system. As to...
