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32页DOC目录1总则.....................................................................................................51.1概述............................................................................................................................................51.2原则和目标................................................................................................................................51.3适用范围....................................................................................................................................61.4编制单位....................................................................................................................................61.5解释权........................................................................................................................................62总体结构..........................................................................................72.1业务支撑网体系结构................................................................................................................72.2试点工程的任务与目标..........................................................................................................102.2.1客户管理系统......................................................................................................................112.2.2统一客户资料平台.............................................................................................................122.2.3接口域.................................................................................................................................122.3试点工程与其他系统之间的关系.........................................................................................133客户管理系统框架.........................................................................153.1系统结构..................................................................................................................................163.2客户管理系统功能..................................................................................................................173.2.1统一客户接触平台.............................................................................................................173.2.2客户管理..............................................................................................................................193.2.3客户服务..............................................................................................................................213.2.4工作流管理..........................................................................................................................233.2.5营销管理..............................................................................................................................243.2.6经营分析结果的反馈应用.................................................................................................283.2.7客户管理系统统计.............................................................................................................293.2.8系统管理..............................................................................................................................，大小：492 KB
