[基于ORACLESIEBEL的客户关系管理系统实施研究.docx

毕业设计[论文]题目：基于ORACLE SIEBEL的客户关系管理系统实施研究.院系：　　　　　.专业：　　　　　　.姓名：　　　　　　　　　.学号：　　　　　.指导教师：　　　　　　　　.*****年**月***日摘要Siebel是电子商务软件的突出供应商，其客户关系管理（CRM）、企业资源管理（ERM）以及合作关系管理（PRM）应用设计用于实现企业这些方面的自动化以及允许企业在互联网和零售或电话中心网络等其它渠道来执行和调节相关任务。说起CRM，人们自然会想到CRM的先驱与开创者Siebel。可以这么说，Siebel 是CRM理念与技术应用的最初实践者，为后来不断涌现的CRM软件厂商提供了业界的标准。近十年来，Siebel的CRM产品一直在功能，技术以及市场份额上处于绝对的领先地位。到目前为止，Siebel的CRM系统在CRM三个关键领域，即销售，营销及服务三者之间的数据/流程整合度最高，各种应用界面最为统一。很多CRM产品(尤其是有些ERP公司匆促应付的CRM系统)，在这三个核心领域还没有进行很好的整合，导致销售自动化(SFA),营销自动化(SFA)以及服务自动化(SA)三个应用之间无法充分集成，各自之间显得互不相关，每个应用象是后台ERP应用的简单延伸，未能充分体现客户关系管理所蕴涵的现代经营理念。本文主要讲Siebel CRM在企业实施中，所要使用到的技术、实施过程、以及实施中要注意的问题。充分结合企业业务流程，通过Siebel Tools构建系统，保证了系统的灵活性，可用性及友好性。关键字：客户关系管理，Siebel，企业信息化，系统实施AbstractSiebel is an outstanding e-commerce software provider, its customer relationship management (CRM), enterprise resource management (ERM) and the co-relationship management (PRM) designed to enable enterprises to automate these areas and to allow businesses on the Internet and retail or telephone center network and other channels to implement and regulate related tasks.Talking about CRM, it is natural to think of the pioneers and founders of CRM Siebel. You could say, Siebel is the CRM concept and technology were the first practice for the later emerging CRM software vendors to provide the industry standard. Over the past decade, Siebels CRM product has been in function, technology and market share in the absolute leader. So far, Siebels CRM system in three key areas of CRM, namely sales, marketing and service among the data / process integration the highest, most uniform interface for various applications. Many CRM products (particularly some ERP companies rush to meet the CRM system), in the three core areas has not been well integrated, leading sales automation (SFA), marketing automation (SFA) and service automation (SA) 3 between applications can not fully integrated look between their unrelated, each application is back as a simple extension of ERP applications, customer relationsh