| CRM环境下的流程定制与再造 |
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| 引用本文： | 卢宇燕,王韬.CRM环境下的流程定制与再造[J].华中科技大学学报(社会科学版),2004,18(1):99-103. |
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| 作者姓名： | 卢宇燕 王韬 |
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| 作者单位： | 华中科技大学,管理学院,湖北,武汉,430074 |
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| 摘 要： | 在当前以客户为导向的市场环境下，客户关系管理已经成为企业管理的重要内容，而CRM环境下的企业业务流程有效与否则是整个CRM是否成功的关键。文章在辨析CRM概念的基础上，对CRM环境下业务流程的定制与再造进行了讨论，并给出了金龙公司CRM具体实施过程中的有关操作实例和设想，以期能够给我国当前的CRM实施提供一些有用的借鉴。
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| 关 键 词： | 客户关系管理 流程定制 流程再造 |
| 文章编号： | 1671-7023(2004)01-0099-05 |
| 修稿时间： | 2003年5月26日 |
Business Process Ordering and Reengineering in CRM |
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| LU Yu-yan,WANG Tao.Business Process Ordering and Reengineering in CRM[J].Journal of Huazhong University of Science and Technology(Social Science Edition),2004,18(1):99-103. |
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| Authors: | LU Yu-yan WANG Tao |
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| Abstract: | Nowadays, Customer Relationship Management (CRM) has become one of the important contents of corporation management in circumstances of customer-oriented market. The key of CRM succeed is effective Business Process. In this paper, on the basis of differentiating and analyzing CRM concept, we discussed Business Process ordering and Reengineering under CRM environment, analyzed the case of CRM implementation in KingLong Co. Ltd in order to present some enlightenments for the current implementation of CRM. |
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| Keywords: | customer relationship management business process ordering business process reengineering |
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