CRMʧI(y)Ի ͑Խ
Dale Buss
2005/03/25
ʧCRMI(y)c͑ڃɂϣpyԌԒ
һP(gun)ڿ͑P(gun)ϵ(CRM)оó˃ɂY(ji)Փ͑P(gun)ϵȻδ(ni)Ϣg(sh)ͶYTI(lng)^ȥһΕrg(ni)I(y)ͶCRMϵĔ(sh)ʮ|ԪеĺܴһֱM(fi)ˡ
(dng){(dio)ԇDCRMʧ{(dio)rˁI(y)ď(qing)ʧCRM f^@lҰ·@ӵʧֻһ{Tˡ
I(y)(dng)ȻԸJ(rn)CRM]жٳЧ䮔(dng)ڷdzŬȥһM(fi)˺ÎװfԪĕrRich HebertfISKYһҞ˾ṩķ(w)Ĺ˾CEO?yn)CRMѳɞĿе`
M@ЩCRMʧͶY_(d)7λ(sh)I(y)s^ȥʳʳƷ˾(Hershey)ɹ(sh)ʩERP֮ʹfʥ(ji)֮ǰǹ̈؛@ǿԵAýw^lCRMĆ}syl(f)F(xin)ҲSI(y)ĵĆTʧȥһνNۮa(chn)Ʒͷ(w)ęC(j)^]Ñ@ҪĮa(chn)Ʒǐ˿͑^I(y)ɰN۲wڲ_Јh(hun)^}ʼKǿ^ڵMetaF(tun)о55%~75%CRM(xing)Ŀ]ɼȶĿ(bio)҂ҵˎԸ_ԼCRM(jng)vĹ˾һЩܵCRMʧ_Ĺ¡
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1994ͨ܇ڷ(w)˾(General Motors Acceptance Corp)̘I(y)ѺI(y)(w)(GMACCM)ֳɪ(d)˾rֻ50|ԪĵѺYa(chn)F(xin)Ya(chn)^1000|ԪGMACCMɹԭ֮һǰјI(y)(w)M(jn)ITƽ_ϡo(j)ĩ,ͶY300fԪJļ(sh)ֻҿԿȫ(ni)@ƽ_ʹGMACCMṩЧĿ͑(w)J(rn)]һ̘I(y)Ѻc҂ͬļg(sh)ͶYGMACCMĈ(zh)иMike Lipsonf
GMACCMIT(xing)ĿČ(sh)ʩͨ䌍(sh)úCRMsɞһKyеĹ^CIO Niraj Patel˾I(lng)(do)˶CRMܸõס͑ЈÓfGMACCMՈA(PwC)O(sh)Ӌ(j)͑P(gun)ϵwϵPatelf҂Ŀ(bio)ߵԄӻߵЧԼĆTĿ͑и˽(dng)A҂Ŀ͑Ⱥď(f)sԮa(chn)˸Եe`ⲢЕr}F(xin)(AѱIBMُԸuՓ)
GMACCMĿ͑(f)sLipsonጵƽJ~300fԪС10fԪҲд16|ԪJĿ͑κο͑пܽo҂Ԓԃϵ˾µTijͨT
CRMϵy(tng)ͬķʽеĿ͑@ܲáPatelfԃ]Ќ҂F(xin)еĿ͑Y(ji)(gu)|(zh)f܁턝ֿ͑(w)ֻشJ}ĘI(y)(w)̎J(w)}ĘI(y)(w)M(jn)˅^(q)҂CRMϵy(tng)(jng)^@ӵġޡo҂ԒĿ͑회GMACCM(ni)Ŀ͑(w)Y(ji)(gu)˽ŕ֪lܻشĆ}ȻȥҌ(yng)IJT
PwChGMACCM(yng)ԇЧʸɱ͵Ԅӑ(yng)ϵy(tng)شMĿ͑ԃGMACCMbһ(f)sZ(yng)ϵy(tng)O(sh)\(yn)D(zhun)҂l(f)F(xin)99%Ŀֱ͑Ӱx˹ϯֱӽՄLipsonfM܂yеĿ͑ԸԒϰһL?dng)?sh)ֲԃ~Ϣɮ(dng)ԃ̘I(y)JrsԸ@ô
Ďׂ҂2f͑еĴ(sh)o҂Ԓr˳Lipsonf鹥҂INߵ^ڹӋ(j)ɴˎēpʧrfܶ҂?ni)ǐ˿͑Ը^m(x)ͬ҂I(y)(w)(ni)ԹҲܶJĆTfGʧ?yn)͑҂ķ?w)MGMACCMCRMϵy(tng)ēpʧ࣬Lipson회ޡ^ϵy(tng)ٴM(jn)Сޡ
LipsonژI(y)(w)ĎȡԄӑ(yng)ϵy(tng)ְծa(chn)ƷؽM˿͑(w)\(yn)wϵ͑ɽJ҂oһ800ԒָԷ䌢(lin)ϵ⣬Lipson߀ӏ(qing)˿͑ĵĆT͂һзخa(chn)(jng)(yn)ĘI(y)(w)
KLipsonц}Qf҂ ԽԽԿ͑̓(ni)ٝP(yng)һڿ͑ͶVϵĕrgҲԽԽ
λôҪ
W˹(Owens Corning)һƵؔ(ci)500(qing)˾λڶݵɺӰ߅o(j)90ڹ˾ܘ(gu)^Ŀ͑ஔ(dng)y(dng)r˾ُ˺ܶС˾ԔU(ku)չϵy(tng)a(chn)Ʒͬr˾ߌ_ʼO(sh)Ӌ(j)˾Ҿӌҵ¶λҵ@ЩU(ku)չ˿͑(w)wϵďVͶӴλ(jng)ͬһ͑Ϣڎׂ(sh)(j)лy؏(f)ÿ(f)Ϣ½MڲͬĮa(chn)Ʒ֮¡yϵy(tng)韩84 Lumber˾ǿ픮a(chn)Ʒa(chn)ƷĴ͑Ć}Ҳo҂@˻y
һƵṩ~[ϵĂy(tng)˾˾Ҳвͬđ(zhn)ԃ(yu)ݡһpĽ(jng)CRMԎʲôQȥ(jng)킃Ոһ(xing)@M(jn)ԇc(din)(zhn)
MˣCRMÿοȥҪȡM(jn)չrࡣһԇc(din)(xing)Ŀڲm픮a(chn)Ʒyԇ^M(jn)CRMģ͜yԇ@(xing)Ŀ?yn)鿵˾Qȫ(ni)Ƴԓa(chn)ƷR\
1997꣬(ni)CRM֧߂֪ȫ˾Ŀ͑һݞ3ľVI(lng)Ӌ(j)һ7λ(sh)ֵľCA(y)@Ӌ(j)ȡԭČ(xing)
҂A(y)ڃ(ni)Ӌ(j)ȥϣܱ(zhn)Y(ji)A(y)㱻pһKK(zhn)A(y)ֻ\(yn)҂ǰ_ʼ(sh)ʩԇc(din)(xing)Ŀһλo(j)90֕rgڿĆTRichard Kavermanؑ1999҂CRMˮƽ1992һӵġ
֑(yng)ԓͶ뵽CRMϵA(y)㱻ŲõERP(xing)Ŀȥ@(xing)Ŀýy(tng)һƽ_ȡ˿ԭ200ͬӋ(j)C(j)ϵy(tng)֧ȫزͬI(y)(w)T\(yn)ERP(xing)Ŀm(x)7M(fi)2800fԪ
Ȱ(ni)Ȱу(ni)λ\(yn)ÿɿЧܿ]K˿͑Ԅӻ˾F(xin)CIO David JohnsfоںĘI(y)(w)ϵy(tng)˕rCRM]Ѓ(yu)ԡǰЈO(jin)Steve Smootf
JohnsJ(rn)飬CRMĹĴߴ_(sh)кõԸR܇RǰˣCRMھW(wng)ϺͿ͑^ҲJ(rn)(yng)ԓP(gun)עֻ͑^(ni)\(yn)D(zhun)ø
ԏ^فԒ҂ĕrgо͑Ȼǃٻص˾(ni)(w)Diamond ClusterHԃ˾John SviokiafCRM(xing)Ŀ(yng)ԓо͡l(f)F(xin)ص_ʼ@(xing)漰˾I(y)(w)O(sh)Ӌ(j)(yu)Ĺ˾@һc(din)
2001ERP(xing)Ŀɹ_ʼڻ(lin)W(wng)ϏĽӼҌҡļͥ(w)a(chn)Ʒ_ʼ(sh)ʩ͑(w)̎(xing)Ŀѽ(jng)eʧ˺ܶrgһλ^˾CRM(do)f˾ѽ(jng)oӋ(j)Л]Ќ(sh)ʩCRMēpʧǶ١
g(sh)
˹(Perseus)˾RCRMҪԣ?yn)һҎ(gu)˾O(sh)Ӌ(j)\(yn)͑{(dio)Ĺ˾Ǐijۃrֵ179Ԫ{(dio)ܛҵ͓ܿһL͑Ĵ˾ͥǹ˾˶æO(sh)Ӌ(j)һ汾ܛNڛ]˰ѿ͑ӛϢD(zhun)ƵһP(gun)ϵС˾COO Jeff Henningf͑є(sh)(j)ṩo҂҂s]κ̎
1999꣬HenningR˹Ҫ͑M(jn)иõظۙ?yn)Ŀ͑cg(sh)ֲ֧T⣬c˾Tg]κν@ʹù˾ʧȥ˺ܶC(j)ЩԒɆ}˳ܛęC(j)Henning˾CEO Richard NadlerQُIEpicor˾CRMģKClientele
˼hNadlerHenningڰClienteleɵ˾F(xin)ITϵy(tng)Ӌ(j)]Epicor˾]ڃ(ni)䌍(sh)ֻfԪ҂ԞĮa(chn)Ʒdz҂vɲy?yn)҂]fCRMϵy(tng)_҂һܛ_l(f)˾Henningؑf҂ȡM(fi)ÿ҂ȫԼܿ죬˹M(jn)Clienteleɵļg(sh)ֽ֧(jng)ײω˾NˆTӆΕryԅf(xi){(dio)F(xin)бClienteleҪ±ׂ^ȥ˹ĆTȻClientele]brһӣܺͿ͑M(jn)нcͬr˾ĸ?yn)ɹ،?sh)ʩCRM(xing)ĿЈռ
^~˹ЈTÿܶҪ˹ѹ˾(sh)(j)еĎǧÑ(sh)(j)(do)Ȼĸo͑l(f)]Ñ30M(fi)ԇҪ˵(dng)͑ҵؓ(f)؟(z)g(sh)ֵ֧ĆTr@ЩT^]Ŀ͑Ϣ҂(jng)ҪLrgشÑُIˎׂܛSCӆεĠB(ti)εĺΆ}Henningf
2001ǡITИI(y)˹Ҳ]ôæµHenning_ʼЕrgԼCRM˼·ƸՈһ(ni)(sh)(j)(jng)John Bowens ̹˾ĆTʹÃǰbCRMϵy(tng)
CRM\(yn)D(zhun)҂M(jn)LI(y)500(qing)HenningД^ȥ҂ĘI(y)(w)뱾(yng)ԓÿ30%L
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