摘要： 随着制造业对个性化服务需求的增长,客户关系管理理念已日益受到重视。该文从制造业的特点及客户关系管理与呼叫中心技术的 融合入手,分析了制造企业建立客户关系管理系统的必要性,重点讨论了基于呼叫中心的客户关系管理系统的功能需求、关键技术及体系结 构设计,最后给出一个典型的实现方案。

关键词: 客户关系管理, 呼叫中心, 制造业

Abstract: With the growth of the customization requirement in manufacturing, the idea of customer relationship management (CRM) has been regarded. Based on the characteristic of manufacturing and the combining of CRM and call center technology, this paper analyses the necessity of CRM system for manufacture enterprise, and discusses the function, key knowledge and architecture of CRM system based on Internet call center. In the end, a practical framework is introduced.

中图分类号: 

• TN99