论文部分内容阅读
客户关系管理(customer relationship manage-ment,CRM)[1]是在二战之后首先由美国IBM、道氏、通用等大型企业提出并运用的一种以有效销售为目的的市场营销思想,其理论基础就是著名的“二八法则”,即80%的利润来自20%的重点客户。CRM被普遍视为现代企业提高竞争力、在成熟市场
Customer relationship management (CRM) [1] is a kind of marketing idea that is put forward and applied by large-sized enterprises such as IBM, Dow, General and the United States after World War II for the purpose of effective sales. The theoretical basis Is the famous “28 law” that 80% of the profits from the 20% of key customers. CRM is generally regarded as a modern enterprise to enhance its competitiveness in mature markets