電子商務(wù)環(huán)境中crm和erp的整合外文翻譯

1、<p><b>　　中文3550字</b></p><p><b>　　外文翻譯</b></p><p><b>　　原文</b></p><p>　　Integration of CRM and ERP in E-commerce</p><p>　　Environ

2、ment</p><p>　　Jiang Yanjing</p><p>　　College of Economic and Management</p><p>　　China Three Go rges University</p><p>　　Yichang, China</p><p>　　rycf@ sina

3、.com</p><p>　　Abstract—This paper studied the Integration of Customer Relationship Management (CRM) and Enterprise Resource Planning (ERP) under electronic-Commerce (EC) environment by analyzing the relation

4、ship between CRM and ERP and their different contributions for enterprises. It is pointed that their integration will be a trend for enterprises in future EC competitive environment .Finally it was discussed on the manne

5、rs of their integration and supporting technical means.</p><p>　　Keyword: Customer Relationship Management; Enterprise Resource Pplanning; electronic-Commerce; integration</p><p>　　I. INTRODUCTI

6、ON</p><p>　　Customer Relationship Management (CRM) is a new type of management system aimed at improving the relationship between enterprises and customers. Enterprise Resource Planning (ERP) is a kind of Bu

7、siness management practices and systems. They are all emerging in recent years. Through the implementation of ERP, the internal and external resources of enterprises will be digging deeply for use in the basis of reform,

8、 and their every management aspect for production, supply, marketing, man, financial,</p><p>　　II. TROUBLES BEFORE INTEGRATION</p><p>　　A. What Is CRM and ERP System</p><p>　　The ea

9、rliest CRM was developed from the software used by the Front Desk sale staff, and therefore it was known as the Front Desk office software (Front Office). Now, CRM has been extended to a management software platform used

10、 in every department which had contact with customers, and its content relate to marketing , sales, service, products adjust, etc. .</p><p>　　ERP originated in Material Requirements Planning (MRP) and Manufa

11、cturing Resource Planning (MRPII) system, its core ideas insisted that enterprises operational activities should be based on enterprise resource and cost-optimized configuration, so as to achieve the best condition of in

12、ternal production. It was also known as back-office software (Back Office) because of its main contents included finance, management, human and logistics and other business operations background.</p><p>　　B.

13、 Main Troubles about Them</p><p>　　At present, there are still many troubles mainly because that the information available can not be used and not respond to customers’ needs and requirements real-timely. If

14、 only ERP was used, it would be difficult to provide the real world with supports. Although there’s some information on customers in some department-class systems of ERP, it is still hard to have a comprehensive and real

15、-time responds for customer’s needs, and it is also hard to predict the changes of business partners and cus</p><p>　　On the other way, the problem of information uncertainty was resolved in CRM. First of al

16、l, all customer-related data from inner Enterprises or outside are integrated at a same system, which can be operated and used by staff contacting with customers. At the same time, the thought of process management was i

17、ntroduced in the foreground task, which was very arbitrary before. Then the demand for each type of customers would raise a bunch of standardized inner processes. However, corporate affairs m</p><p>　　All ab

18、ove showed that the separate use of CRM will lead to a lack of dynamic information from business background and a disruption in business layer and data flow, people can not process data real-timely and response to the in

19、formation about dealings; Similarly, there are no smooth sales and no powerful service network if only ERP was used. Therefore the tow systems must be integrated to one closed system. 978-1-4244-4639-1/09/$25.00 ©20

20、09 IEEE Whether it is ERP or CRM, its fundamental purpose i</p><p>　　III. REALATIONSHIP BETWEEN ERP AND CRM</p><p>　　In my opinion, it is the prerequisite and basis for implementing integration

21、successfully to clarify the relationship between the two. Following I will make analysis of the relationship between the two from three aspects, the management concepts, application system designs and Value Chain to find

22、 out their contact and distinction.</p><p>　　A. Diffrence in Management Concept</p><p>　　ERP management concepts focus on improving planning and control for internal resources of</p><

23、p>　　corporate, pay attention to satisfying customer, timely delivery, while minimizing cost, enhancing internal operational efficiency by improving the quality of service to customers. In other words, efficiency is it

24、s center.</p><p>　　The main purposes of CRM is customer relationship setting up, development and maintenance .So it is just the objects that they focused on are different. CRM is more concerned about markets

25、 and customers compared with ERP. Since today's customers can touch all kinds of products and services in the traditional sales market, but also can easily find them in their interest through Call Center or Internet.

26、 Their consumption patterns have changed from passive acceptance to initiative select. CRM playe</p><p>　　If we say that ERP is a comprehensive application at enterprise-level management, then, CRM is the mo

27、st front-end of ERP and its role extends to beyond the ability of ERP.</p><p>　　B. A Angel Of Application System Design</p><p>　　Most of CRM business processes are relatively flexible, while the

28、 ERP’ are relatively fixed.</p><p>　　ERP system is a "transaction processing" system, put emphasis on accurate records of the tracks of corporate human, money, and material resources, in which prod

29、uction, inventory, warehousing, financial and other management modules would be integrated seamlessly to improve enterprise Automation Capabilities, to greatly reduce the manpower demand and errors and to get more effici

30、ency. That is all the charm of the “big house keeper”.</p><p>　　The architecture design of CRM system aims at developing and maintaining customer relations. Based on a unified customer-centric database, the

31、system would provide a unified view of customers, client analysis tools and prediction tools for the system users, while stressing the integration with other enterprise application systems, especial ERP.</p><p

32、>　　C. A Perspective Of Value Chain</p><p>　　In the Value Chain perspective, the two will complement each other, indispensable. First, ERP made an impact on the business content of CRM in a macro-level on

33、enterprise. Secondly, CRM gave ERP the decision-making data by analysis and prediction on the market. So, CRM to improve customer relations, and ERP to optimize production flow, complement each other to improve the compr

34、ehensive competitiveness of enterprises and the profit level.</p><p>　　IV. INTEGRATION MANNER AND SUPPORTIVE TECHNOLOGY</p><p>　　The following graphic (Figure.1)shows the integration model.</

35、p><p>　　CRM-ERP integration involves two aspects, business flows and technology.</p><p>　　A. Integration of Business Flows</p><p>　　I think it is the first step of CRM-ERP integration

36、that we should consider how to integrate in order to improve overall business efficiency, rather than a specific business processes. If we consider the integration issues only from the perspective of IT or from the depar

37、tment the point of view, our innovation will lack of a vision ,and enterprise-wide process improvement will be not sufficient, because that a regional improvement may lead to the deterioration of other regions.</p>

38、<p>　　B. Integration of Technology</p><p>　　It is necessary to resort to specialized software provider for technology integration. Today there are two types of software vendors on the market.</p>

39、;<p>　　1) One kind of vendors provided a complete set of business process solutions, in which ERP and CRM module are highly integrated.The benefits of that are:</p><p>　　a) The stability of the system

40、s integration will be enhancde in the technology.</p><p>　　b) The concept of modular will be Strengthened.</p><p>　　c) It will bring the benefits in market strategies and prices for enterprises,

41、 with a package of solutions on foreground ans background.</p><p>　　But it is more difficult to implement Business Process Reengineering (BPR) in order to adapt Business Processes designed in the software.&l

42、t;/p><p>　　2) The other kind of vendors provided separate modules and the procedure interface for development, the enterprises can select the modules they required and integrate them with their own existing sys

43、tems through the open programming interfaces. This integrated approach is more flexible and can make the secondary development for customization.</p><p>　　C. Technology Support</p><p>　　There we

44、re two main technical means for integration:</p><p>　　1) Building one or more additional CRM modules at the original server of ERP, the additional CRM modules could be directly related to the original ERP mo

45、dule for data exchange, no need of adapter or synchronous update procedure.</p><p>　　2) The middleware which was fully compatible with the ERP software could be added between the two systems.</p><

46、p>　　D. About Middleware</p><p>　　Currently, there were two primary kinds of middleware. One is called Intermediate File Receiver, the receiver can receive customer information from CRM system, and then tr

47、ansfer it to management module integrated in ERP system. By this manner, not only we could make data transformation at the initial start time of CRM, but also the latest adjusted information such as the product catalogs,

48、 prices and discounts could constantly be input into the front-end during ERP and CRM synchronization operati</p><p>　　Middleware technology can mask the differences between heterogeneous platforms, support

49、interoperability for the data source. The technical standards related to it included OMG CORBA standard, Microsoft's COM / DCOM, SUN RMI, etc., these interface models are mostly used for inter-enterprise information

50、integration.</p><p>　　E. About Additional Modules</p><p>　　As additional modules ways, Oracle, as a representative ERP provider, promoted the development of CRM at their existing ERP customer ba

51、se. Oracle CRM does not require the creation of additional servers, but one or more additional CRM modules on the original Oracle ERP server. Oracle's CRM can achieve data such as an order number directly from the ER

52、P order management module without the need for cumbersome adapters or synchronous update procedure. To those customers who are using Oracle ERP, the </p><p>　　F. Benefits for Integration</p><p>

53、　　Whichever method is used, as long as the front-end and back-end of enterprises is integrated seamlessly, network implementation of order entry and quotation will be easier. Since this is equivalent an extension of fron

54、t-end software opened only for the sales staff to the network. As long as the existing customers or potential customers of Enterprises can access the following information from the network interface like product catalogu

55、es, unit prices, discount rates and inventory information, the</p><p>　　CRM integrates with back-end production, financial and logistics systems can play a real role in customer services and information anal

56、ysis. The enterprise using CRM can be fully aware of the interaction data and transaction data about customers, and then it will analyze customer contributions to the business and decide whether to enhance the quality of

57、 services.</p><p>　　The Integrated ERP can interact automatically with suppliers and customers by information interchange, thereby enhance the efficiency of entire procurement and customer relationship manag

58、ement, at the same time, link to a third party Business to Business (B2B) website, implement E-commerce, and then reduce the costs of intermediate links, enhance enterprise competitiveness in the market.</p><p

59、>　　SUMMARY AND FUTURE RESEARCH</p><p>　　We will build an overall and closed-loop business environment only Front Office CRM incorporated in Back Office ERP system. If we add Supply Chain Management (SCM)

60、system to it together and build all the business systems on Internet, a new complete E-commerce platform will be formed from the inside out, from the top down, which is the dream of a lot of enterprises.</p><p

61、>　　REFERENCES</p><p>　　[1] Zheng Shaohong, Yen, David C.,Havelka, Doug, Cooper Ku, Cheng- Yuan , “The integrative role of CRM with ERP and SCM in the ebusiness environment ”, Int. J. Inf. Technol. Manage,

62、 vol.1, pp. 50-68, 2002.</p><p>　　[2] Rouse, William B. , “Enterprise transformation - Implications for enterprise information systems” , IEEJ Trans. Electron. Inf. Syst., vol. 126, pp. 1069-1072, 2006.</

63、p><p>　　[3] McGaughey, Ronald E. ,Gunasekaran, Angappa, “Enterprise Resource Planning (ERP): Past, present and future” , Int. J. Enterp. Inf. Syst. , vol. 3, p p.23-35, 2007</p><p>　　[4] Liu Bixin,

64、 Jia Yan, Zhou Bin, Wang Yufeng, “A practice in facilitating service-oriented inter-enterprise application integration” , Lecture Notes in Computer Science, vol.3324, p. 122-135, 2005.</p><p>　　[5] Zhang Lij

65、uan and Zou Ping, “Construction of enterprise informatization system based on E-business - the integration of ERP,CRM and Ebusiness,” Journal of Kunming University of Science and TechnologPhil. Vol.27 No. 3, Jun.2002.<

66、;/p><p><b>　　譯文：</b></p><p>　　電子商務(wù)環(huán)境中CRM和ERP的整合</p><p>　　Jiangyanjing</p><p><b>　　經(jīng)濟管理學(xué)院</b></p><p><b>　　中國三峽大學(xué)</b></p&

67、gt;<p><b>　　宜昌，中國</b></p><p>　　rycf@ sina.com</p><p>　　摘要——本文在電子商務(wù)（EC）環(huán)境下通過分析CRM和ERP之間的關(guān)系及其為企業(yè)不同的貢獻研究了客戶關(guān)系管理（CRM）和企業(yè)資源規(guī)劃（ERP）的整合。并提出，他們的整合將在未來電子商務(wù)競爭環(huán)境中成為企業(yè)的趨勢。最后，討論了其集成和配套的技術(shù)手

68、段和方式。</p><p>　　關(guān)鍵字:客戶關(guān)系管理;企業(yè)資源計劃;電子商務(wù);整合</p><p><b>　　1 介紹</b></p><p>　　客戶關(guān)系管理（CRM）是一種新型管理系統(tǒng)旨在改善企業(yè)與客戶之間的關(guān)系。企業(yè)資源規(guī)劃（ERP）是一類企業(yè)管理實踐系統(tǒng)。他們都是最近幾年才出現(xiàn)的。通過ERP的實施，基礎(chǔ)改革上使用的企業(yè)的內(nèi)部和外部資

69、源將會進行深入挖掘，他們的每一個生產(chǎn)，提供，營銷，人力，財物，材料等管理方面都會電腦化，集成化，自動化完全，因此ERP系統(tǒng)系統(tǒng)已日益成為一個強大的管理工具。隨著信息技術(shù)與經(jīng)營理念的發(fā)展，它必須結(jié)合ERP和CRM來形成集成企業(yè)信息系統(tǒng)，以使業(yè)務(wù)流程更加連貫和提高企業(yè)的企業(yè)對市場應(yīng)變能力和競爭力。因此，這個懸而未決并需要得到緊急解決的問題是如何成功地整合這兩個系統(tǒng)，并讓他們有效地運行。</p><p>　　2 一體

70、化前的問題</p><p>　　2.1 什么是CRM和ERP系統(tǒng)</p><p>　　最早的客戶管理是前臺銷售人員在軟件使用中開發(fā)的，因此它被稱為前臺辦公軟件（前臺）?，F(xiàn)在，客戶關(guān)系管理已經(jīng)擴展到管理軟件平臺在每一個曾與客戶聯(lián)系的部門使用，其內(nèi)容涉及到市場營銷，銷售，服務(wù)，產(chǎn)品調(diào)整等。 </p><p>　　ERP起源于物料需求計劃（MRP）和制造資源計劃（MRP

71、II的）系統(tǒng)，其核心思想是企業(yè)業(yè)務(wù)活動應(yīng)根據(jù)企業(yè)資源和成本，優(yōu)化配置，以實現(xiàn)內(nèi)部生產(chǎn)的最佳狀態(tài)。這也被稱為后臺辦公軟件（后臺）因為它主要包括財務(wù)，管理，人力和物流等業(yè)務(wù)業(yè)務(wù)背景。</p><p>　　2.2 他們的主要問題</p><p>　　目前，仍然有許多困難，主要因為現(xiàn)有資料無法使用和不回應(yīng)客戶的需要以及要求真實及時。如果只采用ERP系統(tǒng)，那么給真實的世界給予支持將是困難的。雖然在

72、一些ERP的部門級系統(tǒng)中有一些對客戶的信息，，但仍很難為客戶的需求有一個全面和實時響應(yīng)，也很難預(yù)測商業(yè)伙伴和客戶的變化，因為對客戶沒有統(tǒng)一的信息。</p><p>　　在其他方面，信息的不確定性在CRM中得到解決的問題。首先，所有從企業(yè)內(nèi)部或外部得到的客戶相關(guān)的數(shù)據(jù)在同一個系統(tǒng)中，它可以使工作人員通過操作和使用與客戶接觸。在同時，流程管理思想在前臺的任務(wù)中介紹，這是以前是非常任意的。然后，對每種類型客戶的要求會提

73、出一個規(guī)范的內(nèi)部流程。但是，公司事務(wù)必須參與對人，資金，材料的管理的工作超出了客戶關(guān)系管理。</p><p>　　所有上述研究表明，單獨使用CRM會導(dǎo)致企業(yè)在業(yè)務(wù)背景中缺乏動態(tài)信息，和業(yè)務(wù)層和數(shù)據(jù)流的破壞，人不能實時及時地處理數(shù)據(jù)，回答關(guān)于交易的信息;同樣，沒有暢通的銷售、強大的服務(wù)在僅僅只采用ERP網(wǎng)絡(luò)的情況。因此，拖車系統(tǒng)必須整合到一個封閉的系統(tǒng)。無論是ERP或CRM，其根本目的是降低庫存，加快資金周轉(zhuǎn)以提供

74、企業(yè)管理水平，提高企業(yè)對市場的反應(yīng)速度，他們都應(yīng)該與整體發(fā)展戰(zhàn)略相一致，這是他們需要整合的策略，。此外，科技的發(fā)展，使得整合成為可能。</p><p>　　3 ERP 和CRM的關(guān)系</p><p>　　在我看來，這是成功地實施整合的前提和基礎(chǔ)以澄清兩者之間的關(guān)系。下面我會從三個方面分析兩者之間的關(guān)系：管理理念，應(yīng)用系統(tǒng)設(shè)計與價值鏈，找出他們的聯(lián)系和區(qū)別。</p><

75、p>　　3.1 管理理念的不同</p><p>　　ERP管理理念著眼于提高規(guī)劃和控制內(nèi)部資源企業(yè)，注重以滿足客戶，及時交付，同時最大限度地降低成本，通過提高對客戶的服務(wù)質(zhì)量來加強內(nèi)部運作效率。換句話說，效率是其中心。</p><p>　　CRM的主要目的是客戶關(guān)系的建立，發(fā)展和維護。因此，它只是不同重點的對象。 CRM與ERP相比更關(guān)注市場和客戶。今天的客戶不僅可以在傳統(tǒng)的銷售市

76、場中觸摸各種產(chǎn)品和服務(wù)，而且還可以很容易地找到他們通過他們感興趣的呼叫中心或互聯(lián)網(wǎng)。他們消費模式已經(jīng)改變，從被動接受為主動選擇?？蛻絷P(guān)系管理在與客戶直接接觸的部門中發(fā)揮了重要的作用，如市場營銷，銷售和服務(wù)部門。在客戶的整個生命周期，提供客戶及購買產(chǎn)品的統(tǒng)計，跟蹤，服務(wù)等信息手段和功能。</p><p>　　如果我們說ERP是一個企業(yè)級管理的全面應(yīng)用，那么，客戶關(guān)系管理是最前端的ERP結(jié)束，其作用擴大到超出了ERP

77、的能力。</p><p>　　3.2 一個應(yīng)用系統(tǒng)設(shè)計的天使</p><p>　　客戶關(guān)系管理的業(yè)務(wù)流程大多比較靈活，而ERP系統(tǒng)是相對固定的。</p><p>　　ERP系統(tǒng)是一個“事務(wù)處理”系統(tǒng)，把重點放在準(zhǔn)確記錄的包括生產(chǎn)，庫存，倉儲，財務(wù)等管理模塊的企業(yè)人力，財力和物力的曲目上來提高企業(yè)自動化無縫能力，大大降低人力需求及錯誤，并獲得更多的效益。這是所有的“

78、大管家”的魅力。</p><p>　　CRM的系統(tǒng)架構(gòu)設(shè)計的目的在于開發(fā)和維護客戶關(guān)系?；谝粋€統(tǒng)一的客戶為中心的數(shù)據(jù)庫，系統(tǒng)將提供一個客戶，客戶端分析工具和系統(tǒng)用戶的預(yù)測工具的統(tǒng)一視圖，同時強調(diào)與其他企業(yè)應(yīng)用系統(tǒng)集成，特殊的ERP。</p><p>　　3.3 價值鏈的視角</p><p>　　從價值鏈的角度來看，雙方將相互補充，缺一不可。首先，ERP系統(tǒng)提出了

79、關(guān)于在宏觀層面對企業(yè)的CRM業(yè)務(wù)內(nèi)容的影響。其次，客戶關(guān)系管理通過分析和市場預(yù)測對ERP給出了決策數(shù)據(jù)。因此，改善客戶關(guān)系的客戶關(guān)系管理，以及使生產(chǎn)流程優(yōu)化得ERP，優(yōu)勢互補，提高綜合企業(yè)競爭力和盈利水平。</p><p>　　4 實現(xiàn)融合和支持科技</p><p>　　下面的圖形（Figure.1）顯示一體化模型。</p><p>　　CRM的ERP集成包括兩

80、個方面，業(yè)務(wù)流程和技術(shù)。</p><p>　　4.1 業(yè)務(wù)流整合</p><p>　　我認為這是CRM的ERP集成的第一步，我們應(yīng)該考慮如何整合，從而提高整體經(jīng)營效率，而不是特定的業(yè)務(wù)流程。如果我們只考慮從IT的角度，或從部門的角度來看整合問題，我們的創(chuàng)新將會缺乏遠見，企業(yè)范圍內(nèi)的過程改進將是不夠的，因為地區(qū)性的改善可能導(dǎo)致惡化其他地區(qū)。</p><p><

81、b>　　技術(shù)整合</b></p><p>　　為技術(shù)整合提供專門的軟件供應(yīng)商使必要的。如今市場上有兩種軟件供應(yīng)商類型。</p><p>　　1）一類供應(yīng)商提供了一套完整的業(yè)務(wù)流程解決方案，其中ERP和CRM模塊是高度集成的。好處有：</p><p>　　a）穩(wěn)定的系統(tǒng)集成技術(shù)將在enhancde。</p><p>　　b）

82、在模塊化的概念將得到加強。</p><p>　　c）它會在市場策略及價格為企業(yè)帶來好處，用在前臺和后臺的一攬子解決方案。</p><p>　　但它更難以實施業(yè)務(wù)流程再造（BPR），以適應(yīng)在軟件設(shè)計的業(yè)務(wù)流程。</p><p>　　2）另一種供應(yīng)商為發(fā)展提供單獨的模塊和過程接口，企業(yè)可以通過他們的開放編程接口選擇他們所需的模塊，并結(jié)合自己的現(xiàn)有系統(tǒng)。這種集成方法更加靈

83、活，可以為定制進行二次開發(fā)。</p><p>　　4.3 技術(shù)支持 </p><p>　　有兩個主要的集成技術(shù)：</p><p>　　1）在原始服務(wù)器的ERP上附加一個或多個 CRM模塊，額外的CRM模塊可直接與原來的ERP系統(tǒng)進行數(shù)據(jù)交換，沒有適配器或同步的需要來更新程序。</p><p>　　2）與ERP軟件完全兼容的中間件可以附加到兩

84、個系統(tǒng)中。</p><p>　　4.4 關(guān)于中間件</p><p>　　目前，有兩種主要類型的中間件。一個是所謂的中間文件接收器，接收器可以從CRM</p><p>　　系統(tǒng)中接收客戶信息，然后傳輸?shù)紼RP系統(tǒng)中集成的管理模塊中。通過這種方式，不僅可以使我們在客戶關(guān)系管理的開始時間進行初步數(shù)據(jù)轉(zhuǎn)換，也可以把最新調(diào)整的信息，如產(chǎn)品目錄，價格和折扣能夠輸入到前端在ER

85、P和CRM的同步操作時，以讓銷售報價及時糾正。另一種是實時整合管理，其使在ERP系統(tǒng)中創(chuàng)建的數(shù)據(jù)可以立即傳送到客戶關(guān)系管理系統(tǒng)，也能夠使在同一期間內(nèi)多個請求得并行處理能夠完成。 </p><p>　　中間件技術(shù)可以屏蔽的異構(gòu)平臺，支持數(shù)據(jù)源互操作性的差異。與之有關(guān)的技術(shù)標(biāo)準(zhǔn)包括OMG的CORBA標(biāo)準(zhǔn)，微軟的COM / DCOM，SUN RMI，等等，這些接口模式，多用于企業(yè)間的信息集成。</p>

86、<p>　　4.5 關(guān)于附加模塊</p><p>　　作為附加模塊的方式，Orecle,作為ERP提供商的代表，在現(xiàn)有的ERP客戶群基礎(chǔ)上促進CRM的發(fā)展。 Oracle托管型CRM并不需要額外的服務(wù)器的創(chuàng)建，只要在原始的Oracle ERP服務(wù)器上附加一個或多個CRM模塊。 Oracle的CRM可以直接從ERP管理模塊中獲得數(shù)據(jù)，如訂單號而無需繁瑣的適配器或同步更新程序。對于那些客戶誰使用Oracl

87、e ERP系統(tǒng)，其優(yōu)點是其它CRM的提供商無法提供的。 </p><p>　　4.6 整合的好處</p><p>　　無論使用什么方法，只要企業(yè)的前端和后端是無縫集成，網(wǎng)絡(luò)訂單輸入和報價的實施將更加容易。由于這相當(dāng)于是一個只為銷售人員開發(fā)的前端軟件網(wǎng)絡(luò)。只有企業(yè)的現(xiàn)有客戶或潛在客戶可以從信息網(wǎng)絡(luò)接口訪問以下同類產(chǎn)品目錄，單價，折扣率和庫存的信息，他們可以決定是否下訂單。通過網(wǎng)絡(luò)的客

88、戶訂單的輸入和通過銷售的訂單簽訂是一樣的，以及有關(guān)訂單的信息可以立即傳送到在后臺的ERP系統(tǒng)中。然后，ERP系統(tǒng)在接受他們后進行計算。最后，訂單價格，訂單數(shù)量和折扣金額的結(jié)果數(shù)據(jù)等將被送回到網(wǎng)絡(luò)接口。如果客戶記錄了信息，他們可以隨時通過呼叫中心或與銷售人員聯(lián)系跟蹤此訂單。</p><p>　　CRM的整合與后端生產(chǎn)，財務(wù)和物流系統(tǒng)可以在客戶服務(wù)和信息分析中發(fā)揮真正的作用。企業(yè)用CRM可以充分的了解互動數(shù)據(jù)和有關(guān)客

89、戶交易數(shù)據(jù)，然后它會分析客戶的業(yè)務(wù)并貢獻決定是否要提高服務(wù)質(zhì)量。</p><p>　　綜合ERP系統(tǒng)可以自動通過信息交換與供應(yīng)商和客戶進行交流，從而提高整個采購和客戶關(guān)系管理的效率，在同一時間，鏈接到第三方的企業(yè)對企業(yè)（B2B）的網(wǎng)站，實施電子商務(wù)，并然后減少中間環(huán)節(jié)的成本，增強企業(yè)的市場競爭力。</p><p><b>　　總結(jié)及未來研究</b></p>

90、<p>　　我們將在后臺ERP系統(tǒng)中建設(shè)一個只接待ＣＲＭ的整體和閉環(huán)的營商環(huán)境。如果我們增加供應(yīng)鏈管理（SCM）系統(tǒng)，并在互聯(lián)網(wǎng)上建立起所有的業(yè)務(wù)系統(tǒng)，一個新的完整的電子商務(wù)平臺，將從內(nèi)到外，從上到下形成，這是很多企業(yè)的夢想。</p><p><b>　　參考文獻</b></p><p>　　[1] Zheng Shaohong, Yen, David

91、C.,Havelka, Doug, Cooper Ku, Cheng-Yuan , “The integrative role of CRM with ERP and SCM in the ebusiness　environment ”, Int. J. Inf. Technol. Manage, vol.1, pp. 50-68,　2002.</p><p>　　[2] Rouse, William B. ,

92、“Enterprise transformation - Implications for　enterprise information systems” , IEEJ Trans. Electron. Inf. Syst., vol.　126, pp. 1069-1072, 2006.</p><p>　　[3] McGaughey, Ronald E. ,Gunasekaran, Angappa, “Ente

93、rprise Resource　Planning (ERP): Past, present and future” , Int. J. Enterp. Inf. Syst. , vol.　3, p p.23-35, 2007</p><p>　　[4] Liu Bixin, Jia Yan, Zhou Bin, Wang Yufeng, “A practice in facilitating　service-or

94、iented inter-enterprise application integration” , Lecture Notes　in Computer Science, vol.3324, p. 122-135, 2005.</p><p>　　[5] Zhang Lijuan and Zou Ping, “Construction of enterprise informatization　system ba