当企业的竞争从单纯的产品竞争,转向服务、顾客忠诚与否等等问题的竞争,“顾客关系”作为一个日益重要的概念,浮出水面。短期获利与创造长期竞争优势成为困扰企业CEO和营销人员的问题。于是,在新的竞争环境中,“顾客关系管理”成为众多杂乱无章问题中 When the competition of enterprises changes from simple product competition to service competition, customer loyalty or not, the issue of “customer relationship” emerges as an increasingly important concept. Short-term profitability and the creation of long-term competitive advantage have become troublesome corporate CEOs and marketers. Thus, in the new competitive environment, “customer relationship management” has become a messy problem