crm sistema kak reshenie dlya biznesa
DESCRIPTION
Исследовательский проект. Рассматривается CRM система.TRANSCRIPT
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.................................................................. ............ ............................... 3 1. CRM .......................... .......................... ..........................4 2. CRM ....................................................... ................. .......... 6 3. CRM- ............................................................8 4. CRM-......................10 5. CRM .....................................125.1. CRM- ...........................................................125.2. CRM ...............................................................145.3. .................................................155.4. , CRM....................................................................17 6. CRM- SAP AG....................................................206.1 SAP CRM . ................................................................................................... 22 7. CRM- SAP AG, Oracle, Microsoft ...............................................................................................................25 ..........................................................................................................30 .....................................................................31
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, , IntraNet Solutions, Plumtree, Symon, Vignette, Aspect, Broadvision, Cisco
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4. CRM- , CRM- 11 [footnoteRef:1]. [1: (Barton Goldenberg), ISM Inc, CRM-.]
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5. CRM5.1. CRM-CRM , . CRM , , , . CRM , , : , , . , (, , ), : , , . , , . , , , , , , . CRM . CRM . CRM ( , : , ). CRM : , . ? , () (). . , , . , . . , , , , . , , . , . CRM. , CRM , ( ). , , . , . , , - . , , , . , CRM , , , , .5.2. CRM , , , . , CRM . , , . ., , CRM : CRM , , , , . , : - ?" , , . , , , .. : - ?" . "", . . , . . . , . . . , , , , CRM .5.3. . , CRM, , . , . , , , , , . , , CRM. ., CRM: , . - " " - CRM. , . , . - . ( ). , . CRM , . CRM , . , , , , CRM . , - . . - CRM 50- . - - - . . CRM . CRM (. 2) 2. , WAP, SMS- - -
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6. CRM- SAP AGSAP CRM , CRM-, , , . - .SAP CRM , (, , ), : , , .SAP , .SAP CRM : . , , . , . . , , . , . . , . , . . , . . , , , . SAP CRM . SAP CRM:1).CRM- , . , , . , , ..2). CRM- . , , , . , , , , , , 3). CRM- , : . , , , , .4). : , , , , , . -, .SAP CRM 8 .6.1. SAP CRM . , . . . . SAP CRM . , : , , . . SAP CRM : . , . -, .SAP CRM : 1) 2) 3) 4) 5) 6) 7) 8) . , , , . . , , , . . , . .SAP CRM :1) 2) 3) 4) 5) . . , : , . :1) 2) .3) 4)
SAP CRM :1) 2) 3) 4) online5) 6)
7. CRM- SAP AG, ORACLE, MICROSOFT :Oracle CRM on DemandSAP CRMMicrosoft Dynamics CRM
ORACLESAP AGMicrosoft
ORACLENAVATGetCRM Accenture NaviconManzana GroupAwara IT SolutionsSoftline ColumbusGetCRM GMCSWaveAccess-Accenture
200320002003
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Open Office
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Outlook ExpressMS OutlookOutlook ExpressMS OutlookThe Bat MS Outlook
-AsteriskOktelInfinityAvayaCiscoAsteriskOktelInfinityAvayaCiscoAvaya
SAPMS NavisionMS Axapta1CSAPMS NavisionMS Axapta1CMS NavisionMS Axapta
MS Office
. (, KPI)
MS Excel
MS Word
OLAP
>1000>1000 100
/Web-browser /Web-browser /Web-browser
ABAP .NET (C#, VB)
Siebel Script ABAP JavaScript
ORACLE MS SQL
-,
. . .
(. )>1000$>1000$500-1000$100-250$>1000$250-500$
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(12 ) 10-25% 10-25% 10-25%
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:
Oracle CRM on DemandSAP CRMMicrosoft Dynamics CRM
ORACLESAP AGMicrosoft
ORACLENAVATGetCRM Accenture NaviconManzana GroupAwara IT SolutionsSoftline ColumbusGetCRM GMCSWaveAccess-Accenture
200320002003
HORECA ( )IT Telecom , , HORECA ( )IT Telecom , , HORECA ( )IT Telecom , ,
"-"
-
Open Office
-
-
Outlook ExpressMS OutlookOutlook ExpressMS OutlookThe Bat MS Outlook
-AsteriskOktelInfinityAvayaCiscoAsteriskOktelInfinityAvayaCiscoAvaya
SAPMS NavisionMS Axapta1CSAPMS NavisionMS Axapta1CMS NavisionMS Axapta
>1000>1000 100
ABAP .NET (C#, VB)
Siebel Script ABAP JavaScript
ORACLEMS SQLORACLEMySQL MS SQL
. . .
(. )>1000$>1000$500-1000$100-250$>1000$250-500$
()>1000$ >1000$
(12 ) 10-25% 10-25% 10-25%
(1 . 1 .) 50-100$ 10-50$
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:1. . CRM. -. . -. 2004 .2. . CRM. . . . 2007 .3. www.cfin.ru [ ]4. CRM. , . www.crm-practice.ru/[ ]5. SAP CRM.ru 2010 2011 sapcrm.ru/ [ ]6. SAP AG. www.sap.com [ ]