1.CRM的产生与内涵(1)CRM的产生是市场与科技发展的结果。现代企业理论经历了几个发展阶段,从以生产为核心到以产品质量为核心,再到现在的以客户为中心,这些变化的主要动力就是社会生产力的不断提高。(2)客户关系管理是一种管理理念,其核心思想是将企业的客户作为最重要的企业 1.CRM production and connotation (1) The emergence of CRM is the result of market and technology development. The modern enterprise theory has gone through several stages of development. From the core of production to the core of product quality, to the present, customer-centered, the main driving force of these changes is the continuous improvement of social productive forces. (2) Customer relationship management is a kind of management philosophy, the core idea is to make the customer of the enterprise as the most important enterprise