企业解决方案——CRM客户关系管理系统（CRM）解决方案软件股份有限公司第1页共41页企业解决方案——CRM目录一、CRM理论概述..............................................................................................................................21．问题的提出.................................................................................................................................22．问题的解决方案.........................................................................................................................33．CRM概念..................................................................................................................................34．CRM的发展和现状..................................................................................................................45．CRM系统在企业应用系统中的地位........................................................................................56、CRM给企业带来什么................................................................................................................6二、PIVOTALERELATIONSHIP功能简介...............................................................................................91市场营销-功能模块清单...............................................................................................................91．1运作功能................................................................................................................................101．2管理功能................................................................................................................................132．销售队伍自动化-功能模块清单.............................................................................................142．1运作功能................................................................................................................................162．2管理功能................................................................................................................................213．客户支持-功能模块清单.......................................................................................................23三、PIVOTALRELATIONSHIP的体系结构..........................................................................................311Pivotal系统结构............................................................................................................312PivotalRelationship的DNA体系结构.......................................................................................323．PivotalRelationship系统运行平台........................................................................................33四、PIVOTALRELATIONSHIP的定制开发..........................................................................................341定制开发工具（CustomizationToolkit）和方法.......................................................................342PivotalRelationship应用系统的定制开发流程.........................................................................38五、总结.............................................................................................................................................391．选择CRM..................................................................................................................................392．选择PivotalRelationship解决方案...............
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