SaaS模式的中小企业客户关系管理研究

doi:10.3778/j.issn.1002-8331.2009.19.071

计算机工程与应用 ›› 2009, Vol. 45 ›› Issue (19): 232-235.DOI: 10.3778/j.issn.1002-8331.2009.19.071

SaaS模式的中小企业客户关系管理研究

向坚持^1,2,陈晓红¹

1.中南大学商学院，长沙 410083
2.湖南师范大学计算机教学部，长沙 410081

收稿日期:2009-03-09 修回日期:2009-04-17 出版日期:2009-07-01 发布日期:2009-07-01
通讯作者: 向坚持

Research on customer relationship management for small and medium enterprises based on SaaS

XIANG Jian-chi^1,2,CHEN Xiao-hong¹

1.School of Business，Central South University，Changsha 410083，China
2.Department of Computer Education，Hunan Normal University，Changsha 410081，China

Received:2009-03-09 Revised:2009-04-17 Online:2009-07-01 Published:2009-07-01
Contact: XIANG Jian-chi

摘要/Abstract

摘要： 客户关系管理是提高企业核心竞争力的关键之一，传统客户关系管理模式无法满足广大中小企业的需求。在讨论新的SaaS概念及SaaS模式与传统模式比较的基础上，分析了基于SaaS模式的中小企业客户关系管理优势，提出了基于SaaS模式的中小企业客户关系管理解决方案，构建了SaaS模式解决方案的逻辑体系结构，并指出了中小企业实施SaaS模式客户关系管理应注意的问题。

关键词: 中小企业, 客户关系管理, 软件即服务

Abstract: Customer relationship management is one of the key factors to the development of enterprise’s core competitiveness，and the pattern of traditional customer relationship management is unable to satisfy the demands of the vast numbers of Small and Medium-sized Enterprises（SMEs）.By discussing the new concept of SaaS and the differences between the traditional model and SaaS model，this paper analyzes the advantages of SaaS model-based customer relationship management for SMEs.A solution is proposed to SaaS model-based customer relationship management，and a logical architecture is also constructed.To SMEs，some problems which should be concerned about during the implementation of SaaS model-based customer relationship management are pointed out.

Key words: Small and Medium-sized Enterprises（SMEs）, Customer Relationship Management（CRM）, Software as a Service（SaaS）

向坚持^1,2,陈晓红¹. SaaS模式的中小企业客户关系管理研究[J]. 计算机工程与应用, 2009, 45(19): 232-235.

XIANG Jian-chi^1,2,CHEN Xiao-hong¹. Research on customer relationship management for small and medium enterprises based on SaaS[J]. Computer Engineering and Applications, 2009, 45(19): 232-235.

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SaaS模式的中小企业客户关系管理研究

Research on customer relationship management for small and medium enterprises based on SaaS

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