汉拓中国CRM评估报告简介

序 言

很荣幸推荐Huntor CRM评估报告的第一个标准版，它凝聚着国内数位专注于CRM领域的专家顾问多年的研究实践以及国内市场上数十家国内外CRM供应商的系统评测成果。

在这Huntor报告的第一个版本中，首先从CRM的基本理念开始，其次简单概括了CRM涉及到的基本功能，然后对CRM最佳实践的一些热点进行了探讨，最后基于CRM能力成熟度评估体系（CMM）对CRM系统标杆群进行了详细的评测。其中，鉴于企业需要和报告规模所限，分为标准版和专业版，一部分更深入和更全面的内容将会在专业版中体现，同时还会根据企业的需要提供定制需求的企业版。

无论是标准版和专业版，Huntor报告的宗旨是为企业传递正确的理念和选择，提供一个中立全面的指南手册，为市场提供一个可供参照的预标准，为供应商提供一个交流的平台。而这些的工作是建立在中立、免费的基础上。

在今天的商务环境中，越来越的公司需要优先考虑来管理客户关系，在这些行业领先的CRM解决方案中，企业可以根据自身的需求来选择最适合的CRM解决方案。

　　国外研究机构预测在未来的5年中，CRM市场能够获得足够的增长。在国内CRM市场上，我们看到了一个很好的市场反弹现象，伴随着微软开始高姿态的正式进入CRM市场，Oracle并购PeopleSoft和Siebel，Sage并购Best Soft，CRM厂商的合并和兼并将会不断。而这些企业并购动作可以推动CRM市场出现更多新的CRM技术，包括无线技术、XML、Web服务以及流程导向的产品设计等。所有这些都是推动CRM市场增长的重要因素。

　　CRM系统标杆群是从大量的CRM软件产品中推选出来，所有的产品都得到了Huntor CRM实验室的严格测试。Huntor创建了CMM（CRM能力成熟度）评估模型，共计512个详细指标，针对每一项指标进行打分，计算出一个综合分。最后根据综合分来分别对所有的CRM软件厂商进行打分、排名，同时基于详细指标对每一家CRM系统进行详细评测并形成评测报告以及带系统演示视频的企业版增值包。

　　

该报告基于中立角度研究编撰，汉拓管理咨询公司及专家顾问团队力求在评测和研究过程中秉持中立角度，更多的从研究和技术角度，而屏蔽商业角度。但因水平所限，可能存在不足，也欢迎更多的企业、读者或者系统商批评指正。

如果您对该报告的内容有任何疑义、建议或者更新等，请随时联系汉拓管理咨询，我们期待着在您的参与下让该报告更加完善，为更多需要的企业和读者提供更高的价值！

如果对Huntor报告感兴趣，可以访问Huntor的网站，注册为会员定期接受电子报告，并可以预订下一版本或者专业版的预览。

Huntor

汉拓管理咨询

北京 中国

2007年元月

目 录

<!--[if supportFields]><span lang=EN-US><span style='mso-element:field-begin'></span><span style='mso-spacerun:yes'></span>TOC \o &quot;1-3&quot; \h \z \u <span style='mso-element:field-separator'></span></span><![endif]-->1 基本理念... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550076 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->4<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000370036000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

1.1 基本定义... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550077 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->5<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000370037000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

1.2 成功因素... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550078 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->6<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000370038000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

2 基本功能... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550079 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->8<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000370039000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

2.1 客户... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550080 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->9<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000380030000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

2.2 营销... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550081 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->10<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000380031000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

2.3 销售... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550082 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->11<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000380032000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

2.4 服务... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550083 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->12<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000380033000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

2.5 现场服务... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550084 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->13<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000380034000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

2.6 交互中心... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550085 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->14<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000380035000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

2.7 智能分析... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550086 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->14<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000380036000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

3 最佳实践... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550087 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->15<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000380037000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

3.1 实施方法论... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550088 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->16<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000380038000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

3.2 评估CRM软件的必要问题... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550089 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->18<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000380039000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

3.3 CRM系统需求分析... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550090 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->20<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000390030000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

3.4 数据整合的重要性... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550091 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->23<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000390031000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

3.5 有效CRM的关键问题... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550092 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->24<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000390032000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

3.6 应用趋势... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550093 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->26<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000390033000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

3.7 技术趋势... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550094 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->28<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000390034000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4 评估指南... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550095 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->31<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000390035000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.1 软件分类... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550096 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->32<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000390036000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.2 CMM标准体系... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550097 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->33<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000390037000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.2.1 CMM评估模型体系... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550098 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->33<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000390038000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.2.2 CMM评估模型指标... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550099 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->37<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003000390039000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.3 TOP8市场分析... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550100 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->58<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100300030000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.4 TOP8业务应用分析... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550101 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->59<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100300031000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.5 TOP3-7行业应用分析... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550102 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->60<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100300032000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.6 TOP6S单独评论... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550103 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->61<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100300033000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.6.1 mySAP CRM.. <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550104 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->62<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100300034000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.6.2 Siebel <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550105 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->83<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100300035000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.6.3 Saleslogix. <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550106 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->117<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100300036000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.6.4 MSCRM.. <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550107 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->148<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100300037000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.6.5 SalesForce. <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550108 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->171<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100300038000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

4.6.6 Sage CRM.. <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550109 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->193<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100300039000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

5 后记... <!--[if supportFields]><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'><span style='mso-element:field-begin'></span></span><span style='color:windowtext;display:none;mso-hide:screen;text-decoration:none; text-underline:none'> PAGEREF _Toc158550110 \h </span><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-separator'></span></span><![endif]-->216<!--[if gte mso 9]><xml> <w:data>08D0C9EA79F9BACE118C8200AA004BA90B02000000080000000E0000005F0054006F0063003100350038003500350030003100310030000000</w:data> </xml><![endif]--><!--[if supportFields]><span style='color:windowtext; display:none;mso-hide:screen;text-decoration:none;text-underline:none'><span style='mso-element:field-end'></span></span><![endif]-->

<!--[if supportFields]><span lang=EN-US><span style='mso-element:field-end'></span></span><![endif]-->

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http://www.ctiforum.com/technology/CRM/2007/03/crm0304.htm

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