客户关系管理是一种商业管理策略,强调客户关系对企业的重要性,主要是管理客户与企业的关系产生并使其理性发展。关系产生是指客户对企业的产品和服务产生正面积极的感情,理性发展是指由于满足了客户关于产品或服务主要功能外的其他外围需求而带来的产品或服务增殖[1]。在市场 Customer relationship management is a kind of business management strategy, emphasizing the importance of customer relationship to the enterprise, mainly to manage the relationship between customer and business and make it rational development. The relationship is generated by customers on the company’s products and services have a positive emotion, rational development is due to meet customer’s main function of the product or service outside the peripheral needs of other products and services brought about proliferation [1]. in the market