【作者】 李国辉；

【导师】 樊治平；

【作者基本信息】 东北大学 ， 管理科学与工程， 2005， 硕士

【摘要】 当今世界,全球经济一体化、市场竞争的加剧和信息技术的发展,使得企业竞相采用新的手段来保持或赢得竞争优势。企业要想在瞬息万变的市场中立于不败之地,必须依托现代化的管理思想和管理手段,有效地对企业内部资源和外部资源进行整合。客户关系管理(CRM,Customer Relationship Management)作为一种以客户为中心的商业手段、商业战略和企业文化,其重点是以最佳的方式提升公司与客户之间的全面关系,从而实现客户关系价值的最大化,为提升企业核心竞争力提供了新的思路。知识管理(KM,Knowledge Management)是通过知识共享,运用集体的智慧提高企业和组织的应变能力和创新能力,其实质在于信息技术处理数据与信息的能力以及人们创造和创新的能力有机配合的组织过程 随着人们对电子商务理解的逐渐深入,企业业务流程对于客户知识渐趋敏感,企业长期成长与成功要靠在业务流程中较好地运用和管理企业知识。这就要求CRM从操作型系统转向基于客户知识的分析型系统。本论文在对CRM和KM的研究工作的回顾与评述的基础上,以客户知识为出发点,提出了一种新的基于KM的CRM系统框架,从而有效的整合了KM和CRM的各自功能。本文强调好的CRM系统只有与KM相结合才能开发出以客户知识为导向的流程,使得客户满意、客户价值和客户忠诚等组织指标能够支持业务决策。同时,本文对于基于KM的CRM的系统的实现技术也做了初步的阐述,并从管理理论角度,对实施基于KM的CRM的系统的企业管理相关问题和系统评价等方面进行了初步探讨,以便对企业的系统实施提供理论支持。本论文工作可以简要地概括为以下几个方面: (1) 对近年来CRM和KM的部分研究工作做了一些简单的回顾与评述,简述了CRM和KM发展历史,并从不同的角度对CRM和KM的相关研究工作做了分析和评述,有助于推动进一步研究工作的进一步开展。 (2) 以客户和客户知识作为研究起点,提出了一个包括客户知识获取、客户知识存储、客户知识利用的基于KM的新的CRM理论框架,强调要根据客户知识周期来设计CRM框架,并结合和利用各种KM和信息技术对客户知识进行管理。更多还原

【Abstract】 In today’s world, with the fast development of information technology and the fierce market competition, more and more enterprises have to find some new ways to keep and win the competition advantages. In order to develop, enterprises have to rely on advanced management theories and methods to integrate inside resources.Customer Relationship Management (CRM) is emphasizing in attracting, satisfying, and maintaining customers with high value. As a business philosophy, business stratagem, and business culture, CRM can make customers relationship optimal state with focus on customer. Knowledge management (KM) is a management method, which uses the sharing of knowledge to improve the enterprises’ the abilities of innovation.With the understanding of EC, the enterprises’ business workflow is becoming more and more sensitive to customer knowledge, which requires enterprises to know how to use the knowledge. One of the best ways to fulfill this idea is to change CRM system into the knowledge analytic system. Based on the review of study on CRM and KM, this thesis put forward a new CRM system frame based on KM. The new frame can effectively integrate the function of both CRM and KM. Furthermore: this thesis also analyzed the related management problems, such as the enterprise strategy, the corporate culture, and system evaluation etc. The whole work of the thesis can be generalized in the following:(1) Reviewed the study on CRM and KM, introduced the development history of CRM and KM, and analyzed the CRM and KM from different perspectives.(2) Based on customer knowledge, put forward a KM-based CRM system framework, which includes how to capture customer knowledge, store customer knowledge and utilize customer knowledge.(3) On the base of the framework, analyzed the related management problems of更多还原