大规模定制家具客户关系管理构建与应用

首先对客户关系管理（CRM)的内涵和运作特点进行了研究，分析大规模定制家具CRM的必要性和面临的挑战，继而构建大规模定制家具CRM的架构图，由此提出了实现大规模定制家具CRM应用的三大关键技术：信息流的流程管理技术、进行企业资源计划（ERP）管理过程中的信息采集与处理技术及大规模定制家具CRM与ERP的集成技术，并详细分析了三大技术，为我国大规模定制家具企业实施CRM时提供一定的借鉴依据。
The connotation and operational characteristics of customer relationship management (CRM) were studied, and the necessity and challenges of CRM in mass customization of furniture were analyzed. A framework of CRM in mass customization of furniture was then constructed, and three key technologies for realizing the application of CRM in mass customization of furniture was proposed as follows: process management technology of the information flow, information acquisition and processing technology in the CRM management process and the integrated technology of CRM and enterprise resource planning (ERP) in mass customization of furniture. This paper made a detailed discussion of three technologies and provided reference value for domestic mass customized furniture enterprises in the implementation of CRM