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在CRM前加e意味着利用所有的“接触点”:网站、电子邮件、IP电话……eCRM的成功依赖于广泛的支持,从商业部经理到客户以至IT技术人员都必须加入进来
Adding e to CRM means using all the “touch points”: websites, emails, IP phones ... The success of eCRM depends on a wide range of support, from business department managers to customers and to IT technicians.