1、 操作层面
主要是通过一定的沟通渠道获取客户的信息，并由系统的用户按照一定的工作流程，处理这些信息，并将信息的处理结果返回用户并向用户提交所需的服务。
操作层面应用要求建立单向或双向的沟通渠道，这种沟通渠道可以是传统的广告、邮件、传真、电话，也可以是现代化的基于Internet的沟通渠道，如电子邮件、BBS及应用服务系统。这些渠道所获得的信息都应该以电子数据的形式进入系统，在管理中使用。沟通渠道的建立核心是呼叫中心(Call Center)的建立。
在信息处理、反馈和服务的提供方面，工作流（Work flow）技术将应用于业务流程的管理和多用户协同工作的管理。
在信息处理和服务提供方面，系统要提供客户和对客户服务的有关信息的录入、修改、查询和检索功能。对于，需要提供有形产品运送服务的CRM系统，还要把物流管理纳入系统中。
2、分析决策层面
主要对CRM系统中的客户和服务信息进行数据挖掘，提取企业管理与决策所需的信息。在提取的信息中，有一个很重要的方面是客户的空间分布规律和影响客户空间分布的内在因素。
基于Internet和CTI的CRM系统实际是电子商务（E-Business）系统不可缺少的重要组成部分。
1.2 GIS在客户关系管理系统中的应用
GIS作为一种空间信息输入、处理、存贮、管理、分析和输出的技术，其应用的核心在于空间现象、过程和规律的可视化分析。表面上GIS与CRM是风牛马不相及的，但实际上，GIS技术是可以用于CRM系统中的。
首先，企业对客户提供的各种服务是发生在地球表面的，具有空间分布特性和空间尺度，尤其是需要通过运输的方式提供有形产品服务的企业，其产品的运输是一种典型的空间现象和过程，即所谓的物流。另外，企业作为服务提供者，其自身、分支机构及合作伙伴具有空间分布特性
将GIS应用于CRM中，实现了CRM中服务提供者、客户和服务等信息的空间化（Spatial Enable）,可以挖掘CRM系统的信息中所隐含的空间现象、过程和规律，为企业的管理与决策服务。另外，GIS的网络分析功能可以用于企业为客户服务的物流管理。GIS在CRM中的应用，实质上是商业地理分析的一个具体应用。
组件式GIS软件，使GIS应用可以直接嵌入到CRM系统中，实现GIS应用与CRM一体化无缝集成；采用关系数据库存贮和管理空间数据使GIS数据与CRM数据可以统一存贮和管理。这些因素，使GIS技术在CRM中的应用成为可能。
Internet GIS技术的发展为GIS在CRM中的应用开拓更广阔的空间，用户可以把自身所在位址的空间信息通过Internet提交给服务企业，企业可以通过这一信息为用户提供服务，尤其是有形产品配送和物流管理，这将促进电子商务的发展。目前，北京超图公司开发Internet GIS软件的SuperMap IS已经实现了这种用户地址信息的Internet传输功能。
GIS技术在企业的应用不仅仅局限于CRM系统，还可以用于企业的设施管理（AM/FM）乃至ERP。
目前，GIS在CRM乃至电子商务中应用的制约因素，主要是所需的空间数据的获取问题，中国科学院地理信息产业发展中心与中科越秀信息产业发展有限公司联合开发的“中国之窗”多媒体地理信息系统光盘及即将建立的GIS网站将有助于问题的解决。另外，高空间分辨率小卫星遥感影像的面市也将有利于CRM所需空间数据的获取。
參考答案:1st, operation stratification plane Mainly is through the certain communication channel gaincustomer information, and by the system user according to the certainwork flow, processes these information, and returns to the informationprocessing result the user and the service which submits to the userneeds. The operation stratification plane application request establishmentis unidirectional or the bidirectional communication channel, thiskind of communication channel may be the traditional advertisement,the mail, the facsimile, the telephone, also may be the modernizationbased on the Internet communication channel, like email, BBS andapplication service system. These channels obtain the information allshould enter the system by the electronic data form, uses in themanagement. Links up the channel the establishment core is the callcenter (Call Center) establishment. In the information processing, the feedback and the service willprovide the aspect, the work flows (Work flow) the technology to applyto the service flow management and the multiuser joint operationmanagement. Provides the aspect in the information processing and the service, thesystem must provide the customer and to the customer service relatedinformation input, the revision, the inquiry and the retrievalfunction. Regarding, needs to provide the visible product to ship theservice the CRM system, but also must flow the thing the management tobring into line with in the system.
2nd, analysis decision-making stratification plane Mainly carries on the data mining to in the CRM system customerand the service information, withdraws information which the businessmanagement and the decision-making needs. In withdraws in theinformation, some very important aspect is the customer spatialdistribution rule and the influence customer spatial distributionintrinsic factor. Based on Internet and the CTI CRM system actually is the electroniccommerce (E-Business) the system essential important constituent. 1.2 GIS in customer relations management system management systemapplication GIS took one kind of spatial information input, processing, thestorage, the management, the analysis and the output technology, itsapplication core lies in the spatial phenomenon, the process and therule visible analysis. On the surface GIS and CRM are the wind beastof burden not and, but in fact, the GIS technology is may use in theCRM system. First, the enterprise each kind of service which provides to thecustomer is occurs in the earth's surface, has the spatialdistribution characteristic and the spatial criterion, needs toprovide the visible product service in particular through thetransportation way the enterprise, its product transportation is onekind of typical spatial phenomenon and the process, namely so-calledthing class. Moreover, the enterprise took the service provider, itsown, the branch office and the partner have the spatial distributioncharacteristic Applies GIS in CRM, has realized in CRM information the and soon service provider, customer and service space (Spatial Enable), mayexcavate the spatial phenomenon, the process and the rule which theCRM system in the information conceals, serves for enterprise'smanagement and the decision-making. Moreover, the GIS network analysisfunction may use in the enterprise the thing which serves for thecustomer to flow the management. GIS in the CRM application, in theessence is a commercial geography analysis concrete application. Module type GIS software, causes GIS to apply may directly insert tothe CRM system in, realizes the GIS application and the CRMintegration seamless integration; Uses the relational database storageand the management space data causes the GIS data and the CRM data mayunify the storage and the management. These factors, cause the GIStechnology into to be possible in the CRM application. Internet the GIS technology development is GIS develops a broaderspace in the CRM application, the user may own reign the site spatialinformation to submit through Internet for the service enterprise, theenterprise may provide through this information for the user theservice, the visible product matches in particular delivers flows themanagement with the thing, this will promote the electronic commercedevelopment. At present, the Beijing ultra chart company's developedInternet GIS software SuperMap IS already to realize this kind of useraddress information Internet transmission function. The GIS technology not merely limits in enterprise's application tothe CRM system, but also may use in enterprise's facility management(AM/FM) and even ERP. At present, GIS in CRM and even in the electronic commerce theapplication restriction factor, mainly will be the spatial data gainquestion which will need, the Chinese Academy of Science geographyinformation industries development center the GIS website which"window of the Chinese" the multimedia geographic information systemcompact disc and soon will establish with the center branch Xiuinformation industries development limited company unit exploitationis helpful to the question solution. Moreover, between the upper airthe resolution small satellite remote sensing image will appear on themarket is also advantageous to CRM needs the spatial data the gain
