CRM客户关系管理.docx

stressed that promoting the comprehensive revitalization should focus on economic construction as the central focus with, pay special attention to grasp the implementation of five development concepts, deepening reform and promoting the all-round opening up, ensuring and improving peoples livelihood, strengthen the construction of ecological civilization, five priorities, play development mix. To with new development concept measure work, and command action, and training cadres, in implement implementation new development concept in the looking for opportunities, and build highlights, and expand advantage; to full deepening reform, break bound the aspects created vitality of system mechanism obstacles; to active advance full aspects opening, participation in the cast Russian Economic Corridor construction; to guarantees and improved livelihood, strongly won poverty battle; to strengthening ecological civilization construction, for sustainable development reserved space, for future generations left sky blue, and to green, and water clear of better homes. We must in-depth implement implementation new development concept, insisted to economic construction for Center, firmly caught development this first priority, absorbed make construction, heart no distractions caught development, speed up development six big industry, in-depth implementation three big engineering, active create two big environment, out of a article quality more high, and benefits better, and structure more excellent of transformation development of road. To strengthen ecological construction. On March 22, the deep restructuring examined and adopted the opinion on perfecting compensation mechanism of ecological protection, proposed to explore the establishment of diversified ecological compensation mechanism, progressive realization of forests, grasslands, wetlands and other areas of focus and key ecological function and other important regional ecological compensation coverage, the ecological advantages of the region will be further highlighted. We need to go green eco-building, as the essential policy, in strict accordance with the State of main function region construction requirements, careful implementation and Xiaoxing an mountains forest ecological protection and economic restructuring plan for the construction of sky blue, . Acts prohibited by picking up the remaining wells in standing timber. To focus on forest resource conservation, increase the acquisition and supervision of cold storage, no buy fruit, encourage support to leading enterprises, workers cooperatives as a unit, the contract management of forest resources, the rational protection and utilization of resources. To work actively towards policy aimed from the level of the State Forestry Administration formulated regulations to protect forest resources as soon as possible to achieve law and regulation to protect forest resources. Should focus on forest fire prevention. Fire safety is the first priorityCRM操作报告 * 大学CRM 软 件 操 作 报 告院 系： 专 业： 姓 名： 学 号： 一 CRM软件介绍CRM以客户关系管理作为CRM的灵魂,设计过程中贯彻CRM的精神，开发出功能强大，使用简单，设计灵活，性价比高，紧贴企业发展需求的真正CRM。CRM的优势体现在多方面：1营销中心，一套完整的销售流程，能建立高效，反应迅速的销售网络； 2完善的通讯管理，使你和客户、团队保持紧密联系； 3进销存功能，随时掌握销售现状和发展趋势； 4机会项目后期维护服务管理，贯穿整个与客户的互动进程，提供多方面资讯； 5竞争对手功能令你清楚了解市场环境，为成功掌握客户动向打下牢固的基础； 6完全自定义功能能满足各行业、各类型公司和机构的需要，灵活运用在工作中的方方面面，并能随需所变； 7系统稳定可靠，数据自动备份，保障数据万无一失；用户权限控制严密，有效防止越权操作； 8界面美观，简洁易用，贯穿管理概念，令你思路清晰。二 CRM软件操作1. 登录系统界面2. 登陆后默认界面3具体模块介绍 客户管理：管理客户信息，针对每个客户，又分开对联系人、活动、机会、项目、后期维护、报价、合同、销售、费用、发货等基本资料进行管理。因为各种原因可能造成员工流动，资料的交接，转手变成一个问题，变更记录功能能解决这方面的问题；每个员工所管理的资料都有所不同，为客户资源得到合理利用，系统特别设置了共享功能，能让员工将客户资料、项目或文件等与其他员工一起分享；员工亦可利用相关文档功能进行资料归类，建档，优化资料。检索中心：搜索客户：根据客户资料，联系人资料，活动资料等进行检索，速度快，结果准确。进行批量处理客户资料，具有批量删除、批量共享、重新分配客户资源，邮件群发、短信群发等功能，方便操作，节省时间。机会项目后期维护管理服务管理：一套完整的销售流程，可以帮助分部分和组别地对同一个项目进行跟踪处理，能建立高效，迅速满足客户的需求，大大提高客户的满意度；整个完整的沟通进程,投诉管理与客户管理、文件中心，费用管理等紧密结合，资料互联互通，既可结合使用，又可以独立出来。对各部门、组别的工作划分，更容易实现，更灵活。 影响者，客户方对本次机会的影响者；团体，完成本次机会的主要成员；还有任务，历史等等。此外，还有一个最为突出的功能就是竞争对手，有别于其他品牌，他是针对企业，客户，竞争对手三方面而设计，客户之间的竞争都是联动的，而不是孤立的；相关文档：可快速，全面查阅相关资料，整理方便，快捷；管理器里的活动信息与日程安排相结合，具有提醒功能，能灵活帮助员工安排好时间。项目管理：CRM项目管理直接决定着CRM实施的命运。CRM项目管理的核心就在于：CRM项目团队在范围、时间和成本这三个维度上进行权衡的基础上，使用项目管理工具和技术来对整个项目实施过程进行管理和控制。后期维护：来电处理：与硬件相结合，组成小型呼叫中心；来电弹屏功能：对旧客户来电，弹出以往沟通，方便客户掌握沟通重点并快速记录本次通话内容；新客户来电，提示客户迅速做出处理，快捷方便记录客户资料。其他重要模块等(1)我的办公室：1. 工作安排：上级可以对下级布置工作，实时监控工作进度；员工可根据实际情况作出详细工作计划，并可随时记录工作进度，掌握工作重点。 2. 日程安排：具有单次，周期性及每日的提醒，并可与活动信息功能相结合，灵活帮助员工安排好时间；并可自由选择日程安排的格式；还具有打印功能，符合多方面的需求。可以与短信管理关联使用，在到达提醒时间时，自动发送短信进行提醒。快捷有效的对客户进行短信方面联系；亦可实现上级对下级的日程安排进行查询，监控。3. 文件中心：对客户资源进行优化，使客户资源得到最大化的利用。A.我的文档可根据实际情况对文件夹设在共享属性及权限；B.公共文档功能可将日常常用资料进行及时共享；C.共享文件夹功能能使员工与合作伙伴分享及时资讯，达到共享，安全目的。 4. 通讯录：针对用户私人资料，进行条理化，规范化，并可采用打印功能将资料进行另一种方式的建档，配合不同需要的使用。 5. 知识库：将好的经验与心得，或好的文章同大家一起学习，分享，交流，也可在工作中运用；并可将成功的案例和心得与同事分享，使大家得到学习的机会。 (2)通讯中心： 1.公告栏：对公共信息，最新消息等进行管理，每位企业人员都可轻易获得企业的最新资讯，可针对个人或者群体发送公告，并可以查询公告实施情况。 2即时通讯：系统内部用户相互联系沟通的沟通工具。对在线登陆的用户发送信息，并很好的保存于数据库中，以备查看；并可随时查看在线的用户人数。 3.短信管理：发送短信，群发短信，帮助您跟客户更紧密地联系。 3.电子邮件：邮件管理：可以设置管理多个支持SMTP/POP连接的邮箱。关联客户、渠道商、供应商的联系人进行接收，发送邮件，并即时记录于活动信息中方便查看。可以设置邮箱模版、自动按时接收邮件等功能，邮件与客户紧密结合，快捷方便。4.接收邮件：快速接收邮件。不需要进入邮件管理窗口，就可以接收到所有邮箱的未接信件。 5.发送邮件：快速发送邮件。不需要进入邮件管理窗口，就可以进入撰写邮件的窗口，进行发送邮件。 (3)系统设置： 1.报表管理：根据公司的实际情况，对信封标签，销售单，采购单，报价单等报表进行设计。2.系统选项：根据企业的需要和员工的使用习惯，对软件进行设定；系统日志：详细记录每个用户的登录时间，操作过程，以流水帐形式记录；统一字段顺序：由系统管理员统一控制每个列表显示的字段顺序和显示字段的选择，方便快速输入资料。三 CRM软件使用心得随着市场竞争的日益激烈，提供相同产品服务的企业，就产品服务本身而言，差异化越来越小。未来谁能掌握客户的需求趋势、保持与客户的关系，扩展自己的客户渠道，谁就能取得市场优势。当前CRM客户关系确实解决了许多中小企业的管理问题，使其工作侧重点可以偏向市场。从管理层面来看，企业需要运用CRM中所体现的思想，来推行管理机制、管理模式和业务流程的变革；从技术层面来看，企业部署CRM应用系统，来实现新的管理模式和管理方法。这两个层面相辅相成，互为作用。管理的变革是CRM系统发挥作用的基础，而CRM系统则是支撑管理模式和管理方法变革的利器。通过此次学习，我了解了企业客户关系管理系统给客户带来互联网时代生存和发展的管理体制和技术手段，企业客户关系管理系统已经成为企业成功实现电子商务的基础，使企业顺利的实现由传统企业模式向以电子商务为基础的先进企业的转变。随着经济的发展和网络水平的提高，企业客户关系管理系统的运用已成为一种发展趋势。通过多种方式和手段，进行文献检索、资料收集和整理，旨在了解我国住房制度和当代居住小区规划设计、建设、发展的理论与实践问题the first responsibility of the forest, 26th spring area has fully deployed to the fire, has now entered the fire, we have to be on duty, and defend. Determined to overcome paralysis, must not Twelve-Five no fires in the past, the reduced requirements during the period. To apply strictly the party with the responsibility, must shoulder the responsibility of the Party Secretary in particular, really practice pipes, it can never shuaishouzhanggui, be sure to layer the implementation falls fire responsibility, to ensure that no major forest fires. To adhere to balanced, correctly handle the relationship between fire and project construction, industrial development, to never miss or two. Second, to speed up the development of six major industries. Promote development in our region, the key is to give full play to resource advantage to build eco-oriented big six system, to create the new engine of economic growth. Firm confidence. Practice has proved that the big six of both central and provincial requirements, and meet the actual da hinggan mountains, through active efforts have been showing a strong momentum of development. So, in the six on development, we must be firm in faith, go all out, perseverance, one caught in the end, convinced that Castle is not relaxed, does not reach the target will never give up. Should focus on industrial projects. Project is to accelerate the industrial development of important support and backing. Industrial project construction, my area there are few in number, small size, low level problems. This year, the project as his party has first project, we have to work hard to project construction. Especially effective during short, catching project shall not, slow, dragging not allowed. All localities should conscientiously implement the project leadership system, timetable, roadmap, and coordinate services, tracking the whole process forward, inverted durations, speeding up progress and seek practical results. Poised to break the project build Set challenges, to accelerate the pace of preliminary formalities, the enterprises have difficulties to pull one way and also help in a timely man