CRM A1p21085 1
CRM CRM CRMCustomer Relationship Management CRM CRM CRM CRM 1998 CRM IT 2
CRM 1 IT 11 LP 2003 1 LP 24 365 CRM CRM 12 1934 78 70 500 80 3
2 2 1 80 90 2000 CRM SCM 2 CRM 4
5 CRM 1
IT CTIComputer Telephony IntegrationCTI NTT 1998 CRM CTI CRM 6
CRM 1 CSP Customer Service Program 2 1 TOP 1 CSP CRM 2 5 CSP 10 500 5 1 TOP 2001 2 35 12 53 2002 3 57 CSP 1 CSP CSP RFM 3 CSP CSP DM 7
RFM RecencyFrequencyMonetary RFM 2 CRM 1989 POS 1998 8
2003 10 NCR Teradata CRM Teradata 70 Teradata RFM 2003 CRM 4 /DM 2 9
2004 100 1998 2002 3 19 60 30 100 2 L-TASSL-TASS 20 L-TASS 10
CRM 1 1 20 3 7 FSPFrequent Shopper Program FSPFrequent Shopper Program FSP 11
FSP 12
CRM CRM CRM IT CRM CRM DM CRM CRM IT CRM CRM 1 CRM 2004 3 9 2004 3 2001 8 10 CRM 2000 5 1 CRM 2001 7 31 CIO online http://www.ciojp.com/ 13