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企业将对客户份额而不是市场份额展开激烈竞争;CRM将演化为CVM;企业将通过PRM为最终用户增值;2002年将是CRM的实施年,承上启下的一年……
Businesses will be fiercely competing for customer share rather than market share; CRM will evolve into CVM; Businesses will add value to end users through PRM; 2002 will be the year of implementation