客户管理系统（CRM）设计业务需求目录TOC\o"1-3"\h\zHYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175826#_Toc175826"第1章.总则5HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175827#_Toc175827"1.1.概述5HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175828#_Toc175828"1.2.原则和目标5第2章.总体功能和结构描述6HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175833#_Toc175833"2.1.客户管理系统业务管理组织机构6HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175835#_Toc175835"2.2.客户管理系统总体功能结构7HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175836#_Toc175836"2.2.1.统计查询功能8HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175837#_Toc175837"2.2.2.分析功能8HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175838#_Toc175838"2.3.3.管理功能9HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175840#_Toc175840"第3章.客户档案信息管理9HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175841#_Toc175841"3.1.要素和结构93.1.1.集团客户档案HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175843#_Toc175843"9HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175844#_Toc175844"3.1.2.专业客户档案10HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175845#_Toc175845"3.1.3.流失的客户档案11HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175846#_Toc175846"3.1.4.潜在客户档案113.2.动态管理（实时信息）113.2.1.信息采集113.2.1.1.信息采集的途径113.2.1.2.信息采集的方式113.2.2.信息更新113.3.潜在客户资格确认标准12HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175847#_Toc175847"第4章.统计功能12HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175848#_Toc175848"4.1.综合统计12HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175849#_Toc175849"4.2.跨专业统计13HYPERLINK"file:///H:\\Owner\\My%20Documents\\中国邮政客服需求.doc"\l"_Toc175850#_Toc175850"4.3.综合查询13HYPERLINK"file:///H:\\O