µʢйSCRMҵҪģֻˮеCRMģͣҲһ01²ҵֵֻ
2019°꣬ʢڲȫתҵţазƷԼвš
ڸһǰʢĸ߲Ѿ˼˰ࡣ
ʱǰйIJҵģڷϢı仯ԽԽҵʼѰֻתͣͼͨģʽҵҵĵڶ㡣УҵŵȰ칫ѡ
Ѷв֡201912·ݣҵȷϣѶҵŵ°汾ȺĹܣſͻȦڲ࣬ԼƳЧЭͬߡ
ʱڲ䷭ҳе˶ԣµĻѾ١
Կҵŵֲǡڴһµҵֻƽ̨ţҵڲѰֻת͵СҵŻ
ʢȫתսҵŵͬʱһʿʼSCRMS-CRMǡSocial+CRM֮罻ΪҵṩӪ͵ʵǰ˵ֻת͡
ľ籾ҿʼ֪SCRMǡһѩԽԽһΪʱгϵľԳݲȫͳƣ2021ϰ꣬SCRMʶͽӽ10ڡ
ҵźǸʢҵƳSCRMƷԽԽSCRMҵѸٳ֣ԸѸݵķģʽͲƷģͣΪʱҵֻ˳еĺĽ㡣
µı仯ڳڼǰ221գʢĿΪ3ԪB1B2ʣʶԣ۽ĿDZͶʷ㹻ۡ
Ϊ㣬һʵӽǣSCRMȻΪйҵֻеһǺšԽԽĻһڴͳҵУΪĵҵܹ֮һ
澵йҵڱò
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˳ʢͶеһϸк̵ӡʱھڣͶʷҪǵķͻԼЩͻһǵIJƷʹ״ΪʢϴʼˣԴ˴ļ䡣
ϸڵľǣ֮ǰԲҵߴʼŶӵʲͬʢһֵʷҵ㹻Ͽı˽⣬˳Ŀͻлڣ̾ͳ12µʱ䡣
Ǹ㹻ı仯ʵϣڹȥʱSCRMʤЩʶ߱һͶʻêĸ¡
SCRMҵݡֵIJͶʣν֮١
Ӳҵֱ仯⡣˵20192020SCRMҵijʼΣϻļٺҵŵIJϿţʱڷϡռλôȶSCRMҵԽԽ¶ڻعˮƽõͶгҲͲپ߱ȨرݡͶֶαȻΪͨʵĺģʽ
߿˵ʢ3ڵҲͷųһźţSCRMԣгڶҵͣ˭ӵиߵĿͻ˭ܱ֤ߵʣԼ˭ܾ߱ǿĴԣ˭վͷ
ʢΪĿǰ¶ʾʢҵͻ150000ңǵǰSCRMڷͻҵ
֮£ƺҲ֤һвĶȥijˮҵɫ
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δʱ۵Ĺ۲ǣһվڷ֮SCRMҵԣҵҵҵʱ⣬ЩҵҪԵҵѡ͵
߸˵ڷ֮µҵڣҪΪҵͷƣվȽŸҵҪ߱Լĺıݡ
ȻʢΪ˽⣬ʢĿǰҪͨҵ֮ʢĿͻȺԸиҵҵûоͰ۵̡ڡҵ߽ȵȡ
ڲĿǰиרŵӪŶӣѾ200˹ģ˳ǡͬҵͻʱ200ŶӽݲͬͻҵԺصר˳Ļ˵ǣdzԳSOP·ṩͻҵʡֻתʱЧʡ
֮⣬רŵĴͿͻʢǻƳƻһ廯תͷһͿͻǶ1ڡ2ڡ3ڵIJͬչθͬĽ
ȫڵķģʽմ˫Ӯ棬һ汣֤ҵֻģ͵ij֤תЧһҲͨߵΪʢҵȶӪա
ҵӽʢǡSCRMҵһҵĴͨҵijೡҵҵʢҵĿͻȺҪ࣬ҵҵͻѡĿҲ
һЩгϴSCRMҵҲĺܰB2Bij࣬ȵȡ˳ʾ
·Ӧһģʽֱҵʢ֮⣬һѡǡҵêרŵijλеҵרB2Bٱеҵר۵̷
֡խ·ӦҵԵIJƷĿͻͨҵȲһʤרҵֱҵͨճԺʱ̸Ӫղij
ݲڲƷSCRMҵҵѡϸôҵҪȫ滯
ȥһ·˳ʾĽܣȥʢȡˡšȷǣʢ2021һ꽫չ21С
ȫ沼ӦǶԿͻġʽԲͬĿͻԼͬҵҵȺ壬ʢͨ㹻ķ⡣
ܽǣڹSCRMгҵĴַҪһSCRMսҪDzƷҵսԡȫ˼ӷ
µĿȻ͡
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¿֮⣬һЩרSCRM˼Ҳڷ˵Dzֲҵ캣ҵ̬ģʽô˵ֳ̬ԱΪЭͬսӮ
ֶڷ̺ҵ֮䣬ĶǷڲҵ֮СϸҵϣֱҵĹϵƫڷֹǰͨòãʣµĴֱҵǡ˳߲ҵңкı߽硣
SCRMҵIJ֮ͬʢΪӣĿǰʢĿǰûҵλITάݿ⡢ƼҵͬǣûбϵĺţݳĶǰѲҵʵҵ
ҲķڰֱSCRMҵ֮ϡΪгδһ컨֮ǰеҵһԵķʽѰԷϵͻƣǶ̱ӡ
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ı߽дǿġָȭЧӦͨҵҵIJչҵ컨ᱻԽԽҵ֮˴˹ӮγɸΪȻIJҵԾγɲҵ
ڶ˳IJɷУʢġ̬רŽܣʢҵŵĿŽӿIJƷзͨAPIԽҵ֮ǰݣҵûӿҲʹƷԱ̼ɡͨ˫һҵǻҵ
ʾ2019CRMSCRMгģΪ64ڣʳ15%ͬʾSCRMģʽֺCRMSCRMгģѸӣδ꽫ͻǧڵĿܡ
ӴгģӦҵֹ˵SCRMҵǡڳΪִҵ
йϣSCRM·η
2022꣬SCRMɲڶһϵʵǣгԻᱣָҵƵκȶ֮ǰ͡
⡣һڴϣʱгǻͶģѸһʱԣʢSCRMҵѾҵڽελսߵĿռ佫ԽԽ١
SCRMҵʽ侲ںľϸӪΡ
ֽ¶ԲҵԼ߶ԣһ¡Ӱؼ٣ӦǡSCRMҵƷͷҵģ͵ĹעȵŻƷͲַѰɳչ
ʵϣϮSaleforceķչʷDzѿӪڱSaleforceʼһֱǡһcrm+罻ԵIJƷڱȱšҵŵĹ罻Ʒƻһֱá
һԵ֤ǣ2020Saleforce227Ԫľ۸չ罻ͷSlackCRMƷǶ罻Ʒ֮еͼԡ
йҵѾǰ档
ʵϣйSCRMԣҲõĻᡣŲҵ̵ֻƽ칫ֻƽԽʣ֮Ӧǻڰ칫Ӫһ廯δйҵչƣҲȫ÷չĴơ
ͬʱһǶڹӪҵSCRMҵ߲Ʒ㹻ɣ㹻ģʽͻIJƷвϵתŲƣͨŻľΪͬҵҵֵ
ʢΪӣ˽⣬ȥʢ48汾799ڼܹϣҲרŵKAźš˳ǡʵϣҲDZʢʵԭ
µʢйSCRMҵҪģֻˮеCRMģͣҲһ01²ҵֵֻ
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