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伴随着新经济的出现,企业的竞争由产品的竞争转化为品牌的竞争,继而转化为服务的竞争。对于企业而言,谁能掌握客户的趋势,加强与客户的联系,谁就能取得市场优势。故此,客户关系管理(CRM)火起来,成为企业增强竞争力的灵丹妙药。那么,CRM究竟能为企业带来什么?IT业的大腕诸如IBM、CA、Oracle、AVAYA纷纷拿出CRM方案。而前阶段,北电网络与IBM宣布结盟,共同为全球的企业机构提供CRM解决方案,更使我们嗅到了CRM特有的味道:忽如一夜春风来,千树万树梨花开。
With the advent of the new economy, the competition of enterprises has transformed from the competition of products to the competition of brands, and then to the competition of services. For companies, who can grasp the customer’s trend and strengthen contact with customers, whoever will be able to gain market advantage. Therefore, customer relationship management (CRM) has become a panacea for enterprises to enhance their competitiveness. Then, what can CRM bring to the enterprise? The IT industry leaders such as IBM, CA, Oracle, and AVAYA have come up with CRM solutions. In the previous stage, Nortel Networks and IBM announced an alliance to jointly provide CRM solutions for corporate organizations around the world. It also enabled us to smell the unique flavor of CRM: Suddenly, as the spring breeze comes, thousands of trees blossom.