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11、mployees,On-line,Off-line,SCM ERP IPS,eCompany,EIP/KMS/GW,IRM/RMS/PRM,WebSite CRM/CP,Partners,关联描述,SCM/IPS,DW/CRM,Customer,Stockholder,Supplier,eCompany,IRM/RIS,GW/KMS,ERP/EIP,关联描述,Enterprise CRM,eCRM,Data Warehousing/Integration,Web Log Data,Data Base,Transaction Data,Customer Profile,因素归纳,不同的客户群体使用不同的方法,Service,Sales,CRM Data Warehousing/Integration,SMS Channel,Web FAX Channel,eMail Channel,Web Site Channel,Post channel,Consumer,Investor,Purchaser,Analyst,The press,Club,A类,B类,C类,Marketing,Customer Interaction Platforms Interaction Management Infrastructure,Customer Communications,e-CRM,