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µ΢ʢйSCRMҵҪģֻˮеCRMģͣҲһ01²ҵֵֻ

2019°꣬΢ʢڲȫתҵ΢ţазƷԼвš

ڸһǰ΢ʢĸ߲Ѿ˼˰ࡣ

ʱǰйIJҵģڷϢı仯ԽԽҵʼѰֻתͣͼͨģʽҵҵĵڶ㡣Уҵ΢ŵȰ칫ѡ

Ѷв֡201912·ݣҵ΢ȷϣѶҵ΢ŵ°汾ȺĹܣſͻȦڲ࣬ԼƳЧЭͬߡ

ʱڲ䷭ҳе˶ԣµĻѾ١

Կҵ΢ŵֲǡڴһµҵֻƽ̨΢ţҵڲѰֻת͵СҵŻ

΢ʢȫתսҵ΢ŵͬʱһʿʼ𽥻SCRMS-CRMǡSocial+CRM֮罻ΪҵṩӪ͵ʵǰ˵ֻת͡

ľ籾ҿʼ֪SCRMǡһѩԽԽһΪʱгϵľԳݲȫͳƣ2021ϰ꣬SCRMʶͽӽ10ڡ

ҵźǸ΢ʢҵ΢ƳSCRMƷԽԽSCRMҵѸٳ֣ԸѸݵķģʽͲƷģͣΪʱҵֻ˳еĺĽ㡣

µı仯ڳڼǰ221գ΢ʢĿΪ3ԪB1B2ʣʶԣ۽ĿDZͶʷ㹻ۡ

Ϊ㣬һʵӽǣSCRMȻΪйҵֻеһǺšԽԽĻһڴͳҵУ𽥳Ϊĵҵܹ֮һ

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˳΢ʢͶеһϸк̵ӡ󣬡ʱھڣͶʷҪǵķͻԼЩͻһǵIJƷʹ״Ϊ΢ʢϴʼˣԴ˴ļ䡣

ϸڵľǣ֮ǰԲҵߴʼŶӵʲͬ΢ʢһֵʷҵ㹻Ͽı׼˽⣬˳Ŀͻлڣ̾ͳ12µʱ䡣

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SCRMҵݡֵIJͶʣν֮١

Ӳҵ񡱣ֱ仯⡣˵20192020SCRMҵijʼ׶Σϻļٺҵ΢ŵIJϿţʱڷϡռλôȶSCRMҵԽԽ¶ڻعˮƽõͶгҲͲپ߱Ȩ׷رݡͶֶαȻΪͨʵĺģʽ

߿˵΢ʢ3ڵҲͷųһźţSCRMԣгڶҵͣ˭ӵиߵĿͻ˭ܱ֤ߵʣԼ˭ܾ߱ǿĴԣ˭վͷ

΢ʢΪĿǰ¶ʾ΢ʢҵͻ150000ңǵǰSCRMڷͻҵ

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δʱ󣬸͹۵Ĺ۲ǣһվڷ֮SCRMҵԣҵҵҵʱ⣬ЩҵҪԵҵ񳡾ѡ͵

߸˵ڷ֮µҵڣҪΪҵͷƣվȽŸҵҪ߱Լĺıݡ

Ȼ΢ʢΪ˽⣬΢ʢĿǰҪͨҵ֮΢ʢĿͻȺԸиҵҵûоͰ۵̡ڡҵ߽ȵȡ

ڲĿǰиרŵӪŶӣѾ200˹ģ˳ǡͬҵͻʱ200ŶӽݲͬͻҵԺصר񡣰˳Ļ˵ǣdzԳSOP·ṩͻҵʡֻתʱЧʡ

֮⣬רŵĴͿͻ΢ʢǻƳƻһ廯תͷһͿͻǶ1ڡ2ڡ3ڵIJͬչ׶θͬĽ

͹ȫڵķģʽմ˫Ӯ棬һ汣֤ҵֻģ͵ij֤תЧһҲͨߵΪ΢ʢҵȶӪա

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·Ӧһģʽֱҵ΢ʢ֮⣬һѡǡҵêרŵijλеҵרB2Bٱеҵר۵̷

֡խ·ӦҵԵIJƷĿͻͨҵȲһʤרҵֱҵͨճԺʱ̸Ӫղij

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ȥһ·񱼡˳ʾĽܣȥ΢ʢȡˡš׼ȷǣ΢ʢ2021һ꽫չ21С

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ܽǣڹSCRMгҵĴַҪһSCRMսҪDzƷҵսԡȫ˼ӷ

µĿȻ͡

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¿֮⣬һЩרSCRM˼Ҳڷ˵Dzֲҵ캣ҵ̬ģʽô˵ֳ̬ԱΪЭͬսӮ

ֶڷ̺ҵ֮䣬ĶǷڲҵ֮СϸҵϣֱҵĹϵƫڷֹǰͨòãʣµĴֱҵ񽻸ǡ˳߲ҵңкı߽硣

͹SCRMҵIJ֮ͬ΢ʢΪӣĿǰ΢ʢĿǰûҵλITάݿ⡢Ƽҵͬǣûбϵĺţ⴫ݳĶǰѲҵ󣬺ʵҵ

ҲķڰֱSCRMҵ֮ϡΪгδһ컨֮ǰеҵһԵķʽѰԷϵͻƣǶ̱ӡ

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ı߽дǿġָȭЧӦͨҵҵ񳡾IJչҵ컨ᱻԽԽҵ֮˴˹ӮγɸΪȻIJҵԾγɲҵ

ڶ˳IJɷУ΢ʢġ̬רŽܣ΢ʢҵ΢ŵĿŽӿIJƷзͨAPIԽҵ֮ǰݣҵûӿҲʹƷԱ̼ɡͨ˫һҵǻҵ

׹ʾ2019CRMSCRMгģΪ64ڣʳ15%ͬʾSCRMģʽֺCRMSCRMгģѸӣδ꽫ͻǧڵĿܡ

ӴгģӦҵֹ˵SCRMҵǡڳΪִҵ

йϣSCRM·η

2022꣬SCRMɲڶһϵʵǣгԻᱣָҵƵκȶ֮ǰ͡

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SCRMҵʽ侲ںľϸӪ׶Ρ

͹ֽ¶ԲҵԼ߶ԣһ¡Ӱؼ٣ӦǡSCRMҵƷͷҵģ͵ĹעȵŻƷͲַѰɳչ

ʵϣϮSaleforceķչʷDzѿӪڱSaleforceʼһֱǡһcrm+罻ԵIJƷڱȱ΢šҵ΢ŵĹ罻Ʒƻһֱá

һԵ֤ǣ2020Saleforce227Ԫľ޶۸չ罻ͷSlackCRMƷǶ罻Ʒ֮еͼԡ

йҵѾǰ档

ʵϣйSCRMԣҲõĻᡣŲҵ̵ֻƽ칫ֻƽԽʣ֮Ӧǻڰ칫Ӫһ廯δйҵչƣҲȫ򾭼÷չĴơ

ͬʱһǶڹӪҵSCRMҵ߲Ʒ㹻ɣ㹻ģʽͻIJƷвϵתŲƣͨŻľΪͬҵҵֵ

΢ʢΪӣ˽⣬ȥ΢ʢ48汾799󡣡ڼܹϣҲרŵKAźš˳ǡʵϣҲDZ΢ʢʵԭ

µ΢ʢйSCRMҵҪģֻˮеCRMģͣҲһ01²ҵֵֻ

һµأһȺµǡ


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