客户关系管理系统需求规格说明书编号：JB-RM-CRM版本：1.0作者：H.L.日期：2007-12-12审批：日期：状态修订人修改日期版本备注新创建PM2007-12-121.0修改Xaccp2010-9-121.0.0.1哈哈修改1概述..................................................................................................................................................................41.1目的.........................................................................................................................................................41.2范围.........................................................................................................................................................41.3读者对象.................................................................................................................................................41.4参考文档.................................................................................................................................................41.5术语定义.................................................................................................................................................42系统说明..........................................................................................................................................................62.1概述.........................................................................................................................................................62.2用户与角色.............................................................................................................................................62.3系统功能.................................................................................................................................................72.4当遵循的标准或规范.............................................................................................................................73功能性需求......................................................................................................................................................83.1营销管理.................................................................................................................................................83.1.1销售机会管理.................................................................................................................................93.1.2客户开发计划...............................................................................................................................143.2客户管理...............................................................................................................................................173.2.1客户信息管理...............................................................................................................................183.2.2客户流失管理...............................................................................................................................273.3服务管理...............................................................................................................................................313.3.1服务创建.......................................................................................................................................313.3.2服务分配.....................................
