【摘要】 随着信息科技的蓬勃发展及知识经济的来临,企业间的竞争也越来越激烈。在这样的环境下,为了生存,越来越多的企业通过客户关系管理来扩大其市场占有率、取得竞争优势。然而,客户关系管理的力量来自于对知识的掌握,客户关系管理与知识管理的关系密不可分。为此,提出了一个基于多智能引擎的知识型客户关系管理系统架构,其中包含监视引擎、知识引擎、信息管理引擎与执行引擎;并通过一个范例来说明整个系统的运作流程。更多还原

【Abstract】 As information technology flourishes and intellectual economy comes,the competition among enterprises gets more and more intense.In order to survive in this environment,more and more companies emphasize Customer Relationship Management(CRM) to expand its market share and gain its sustainable competitive advantages.The power of CRM originates from knowing well about knowledge.This demonstrates that CRM and knowledge management are closely related to each other.In this paper,a knowledge-type CRM system based on multi-intelligent engines is proposed.It includes monitoring engine,knowledge engine,information management engine,and performance engine.Finally,an example is given to explain the complete operation procedure of this system.更多还原