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作为选择和管理有价值客户及其关系的一种商业策略,CRM要求以客户为中心的商业哲学和企业文化来支持有效的市场营销、销售与服务流程。CRM是一个获取、保持和增加可获利客户的方法和过程。CRM既是一种以客户为中心的企业管理理论、商业理念和商业运作模式,也是一种以信息技术为手段、有效提高企业收益、客户满意度、雇员生产力的具体软件和实现方法。对于CRM来说,存在很多种的定义和说法,这也反映了大家对客户关系管理的不同理解和思路。例如:“客
As a business strategy for selecting and managing valued customers and their relationships, CRM requires a customer-centric business philosophy and corporate culture to support effective marketing, sales, and service processes. CRM is a way to get, keep, and increase profitable customers. CRM is not only a customer-centric theory of business management, business philosophy and business model, but also is a kind of information technology as a means to effectively improve business revenue, customer satisfaction, employee productivity and implementation of specific software. For CRM, there are many kinds of definitions and expressions, which also reflects the different understanding and thinking of customer relationship management. For example: ”guest