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...............