. ERP- , . , ERP- ( OLAP On-Line Analysis Processing).
:
, - ;
;
;
- ;
, , .
CSRP. CRM, CRM (SFA, , CSA, CSS, Call/Contact Center Management, FSM, PRM, Help Desk), CSRP.
- , . , ERP, .
, , , , . , , .
. , - , - . , , .
3.
( . 7.4?????) , , , , , .
(Customer Relations Management, CRM) - , , .
, . . .
CRM - - , , , , . CRM- , , . CRM , , .
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, CRM . CRM , , / ( ) . . . . , , , / , CRM- , , , .
CRM
CRM . CRM- . , 25-500 . ., 500 . . 1 . . , , 1 . .
CRM-, , :
SFA (Sales Force Automation) ;
(Marketing Automation) ;
CSA, CSS (Customer Service Automation, Customer Service Support) ;
Call/Contact Center Management , -;
Field Service Management ;
PRM (Partner Relationship Management) ( , , );
Help Desk .
, (, ), CRM-, ( , , , , ).
CRM- . (ERP, ) / , , ( ), CRM- : .
CRM [, ,2001].