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1. CRM .......................... .......................... ..........................4
2. CRM ....................................................... ................. .......... 6
3. CRM- ............................................................8
4. CRM-......................10
5. CRM .....................................12
5.1.

CRM- ...........................................................12

5.2.

CRM ...............................................................14

5.3.

.................................................15

5.4.

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6. CRM- SAP AG....................................................20


6.1 SAP CRM
. ................................................................................................... 22

7. CRM- SAP AG, Oracle,


Microsoft ...............................................................................................................25
..........................................................................................................30
.....................................................................31

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6. CRM- SAP AG
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SAP CRM :
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online

26

7. CRM- SAP AG,


ORACLE, MICROSOFT
:

Oracle CRM on
Demand

ORACLE

ORACLE
NAVAT
GetCRM

SAP CRM
SAP AG

Accenture

Microsoft Dynamics
CRM

2003

2000

Microsoft

Navicon
Manzana Group

Awara IT Solutions
Softline

Columbus

GetCRM

GMCS
WaveAccess
-
Accenture
2003

HORECA (
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IT Telecom

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IT Telecom

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IT Telecom

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27

250-1000 .
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10-25 .
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25-100 .

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MS Office

Open Office


Outlook Express

MS Outlook

250-1000 .
> 1000 .
100-250 .
10-25 .
1-10 .
25-100 .

250-1000 .
> 1000 .
100-250 .
10-25 .
1-10 .
25-100 .

Outlook Express
MS Outlook
The Bat


MS Outlook

28

Asterisk
Oktel
Infinity
Avaya
Cisco

MS Office

.
(, KPI)

MS Excel

MS Word
OLAP


Avaya

SAP

MS Navision
MS Axapta
1C

Asterisk
Oktel
Infinity
Avaya
Cisco

SAP

MS Navision
MS Axapta
1C

>1000

>1000

100

/Webbrowser

/Webbrowser

/Webbrowser

Siebel Script

ABAP
ABAP

.NET (C#, VB)


JavaScript

ORACLE

MS SQL

-,

MS Navision
MS Axapta

29

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>1000$

>1000$
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(1 .
1 .)

>1000$
10-25%


10-25%

100-250$
>1000$
250-500$
>1000$
10-25%

50-100$

10-50$

Oracle CRM on
Demand

ORACLE

ORACLE
NAVAT
GetCRM

SAP CRM
SAP AG

Accenture

Microsoft Dynamics
CRM

2003

2000

Microsoft

Navicon
Manzana Group

Awara IT Solutions
Softline

Columbus

GetCRM

GMCS
WaveAccess
-
Accenture
2003

HORECA (
)
IT Telecom

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IT Telecom

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IT Telecom

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Open Office
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Outlook Express

MS Outlook


MS Outlook

Asterisk
Oktel
Infinity
Avaya
Cisco

SAP

MS Navision
MS Axapta
1C

Outlook Express
MS Outlook
The Bat

Asterisk
Oktel
Infinity
Avaya
Cisco

SAP

MS Navision
MS Axapta
1C

>1000

>1000

100

Siebel Script

ABAP
ABAP

.NET (C#, VB)


JavaScript

MS SQL
ORACLE
MySQL

MS SQL

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500-1000$

100-250$
>1000$
250-500$
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MS Navision
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31

CRM-
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SAP CRM,
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32

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33

:
1. . CRM. -. . -.
2004 .
2. . CRM.
. . . 2007 .
3. www.cfin.ru [ ]
4. CRM. , . www.crmpractice.ru/[ ]

5. SAP CRM

.ru

2010 2011 sapcrm.ru/

[ ]

6. SAP AG. www.sap.com

[ ]

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