CRM的发展—CRM的发展对于现今CRM方案的价值有怎样紧密联系【外文翻译】

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1、毕业论文（设计）外文翻译TheEvolutionofCRM—HowCRM’sevolutionisrelevanttothevalueoftoday’sCRMinitiativesTheconceptsthatdefineCustomerRelationshipManagement(CRM)todayhavedevelopedovermorethanadecade,stemmingfromverypragmaticandsimplebeginnings.Theadvancementsthroughtheyearsweredrivenbychangingmarketneeds,m

2、aturityofthebusinessconceptsfromacriticalmassofnewideas,andadvancesintechnicalapproachesandarchitectures.ThischapterpresentstheevolutionofCRMbasedonthevalueachievedbythosewhoundertooktheeffort.Therearefourrecognizablestagesthatareimportanttounderstandalongtheprogression,asoutlinedinFigure1-1

3、.•IndividualCRM.Simpleapproachesandsiloedinformationthatprovidevaluebygivingaccesstocustomer-relateddata.ThissectionidentifieswhereCRM’srootsformedandhowtheyarestillrelevantasthebasisformanyoftoday’sCRMinitiatives.•DepartmentalCRM.Movingbeyondindividual,disconnectedsourcesofinformationtosolu

4、tionsthatconsolidatedepartmentalcustomerinformationandautomatebusinessprocesses.Thissectionexaminesthemovetothreedifferentdepartmentalsolutionsforconsolidatingcustomer-relatedinformationandtheautomationofdepartmentalprocesses.•TheCRMSuite.Crossingdepartmentalboundariestoprovidea360-degreevie

5、wofthecustomerthroughouttheorganization.ThissectionpresentstheconsolidationoftheDepartmentalCRMsolutionsandthebenefitsprovidedtoalldepartments.•BeyondCRMBoundaries.BroaduseofCRMasacomponentofamaturebusinessarchitecturepushestheboundariesofCRMasanapplicationframework.Thissectiondiscussesthema

6、turationofCRMconceptsandtechnologytogethertogobeyondtheboundariesofCRMandencompassotherbusinessrelationships.Figure1-1.StagesofCRM’sevolutionThesestagesareimportantforreasonsoutsideofhistoricalinterest.First,itisimportanttounderstandwhatCRMisandwhatitisnotoutsideofthebuzzwordsandcurrentdelug

7、eofmarketingfromcompaniesclaimingtoprovideaCRMsolution.ManysolutionsaremarketedasCRMbecausetheyfitthedefinitionofCRMinoneofitsdevelopmentalstages.Thisisneithergoodnorbadasthesolutionmayfitaspecificneed,butnotunderstandingthebreadthofthemarketasitha