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2017-09-29
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ʿϰ ô ڼ 캸, ؿ ϱ ռ μ ϰ ִ. ⺻ ̷п ظ Ȱ̶ ִ CRM мȰ 캸 ִ.

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1 ô ȭ CRM / 11
1 ô / 11
1. ȭ ô / 11
2. ô / 13
3. ô뺰 Ư¡ / 14
2 ý / 16
1. ֿ ü / 16
2. ý / 18
3 ֱ / 20
1. ֱ / 20
4 ڻ / 23
1. 輺 / 23
2. / 25
5 CRM ǿ Ư¡ / 27
1. CRM / 27
2. CRM Ư¡ / 29

2 CRM / 32
1 CRM / 33
1. CRM / 33
2. CRM / 35
2 CRM ǹ̿ / 36
1. CRM ǹ / 36
2. CRM / 38
3 CRM / 39
1. STP / 39
2. ͽ / 50
3. οƼ / 70
4 CRM (IBM CMAT ) / 78

3 CRM мȰ / 82
1 CRM μ / 82
1. ȯм / 83
2. CRM / 86
3. / 87
2 / 90
1. ô / 91
2. / 93
3. / 94
4. پ / 94
5. 漺 / 110
3 ȭ / 120
1. ͽ ȭ / 121
2. Ư ȭ / 123
3. ¿ ȭ / 123
4. ¿ ȭ / 124
5. e-CRM ȭ / 125
4 ̴ / 127
1. ̴ / 128
2. ̴ / 129
3. ͸̴ / 134
4. ͸̴ ˰ / 136

4 CRM з / 151
1  CRM(Operational CRM) / 153
1. , / 153
2. (Sales) / 157
3. (Marketing) / 160
4. (Service) / 163
5.  CRM ܰ / 166
2 м CRM(Analytical CRM) / 168
1. , / 168
2. ñ / 172
3. м CRM ܰ / 176
3 CRM(Collaborative CRM) / 178
1. / 178
2. CRM / 180
3. ȭ / 182

5 e-CRM / 187
1 e-CRM / 188
1. e-business / 188
2. e-CRM ܰ / 189
3. CRM e-CRM / 191
2 e-CRM / 194
1. e-CRM / 194
2. e-CRM CRM / 197
3. e-CRM Ȱ / 200
3 e-CRM / 202
1. e-Ͻ / 202
2. e-CRM з / 202
4 e-CRM Ȱ / 214
5 e-CRM ̷ / 219
1. / 219
2. CRM/e-CRM ο / 222
3. ʺ м / 223
6 m-CRM / 225
1. m-CRM / 225
2. ô CRM / 227
7 Ҽ CRM(Social CRM) / 235
1. Ҽ CRM / 235
2. Ҽ CRM̶? / 235
3. Ҽ CRM / 238
4. Ư¡ / 240
5. Ȳ / 241

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