客户关系管理(Customer Relationship Management,CRM)已经成为公司战略的一个重要的因素。近几年,在理论界和实业界也渐渐成为一个热门的话题,许多研讨和宣传文章见诸于报刊、网络等媒体,也有许多企业开始导入和实施CRM。在这些企业中,一方面是部分企业实施CRM后,在市场拓展、提高效率和保留客户等方面都取得了长足的发展,创造出了惊人的成绩,如美国著名网络设备供应商。思科公 Customer relationship management (CRM) has become an important factor in company strategy. In recent years, the theoretical and business circles have gradually become a hot topic. Many articles on research and publicity have appeared in the media such as newspapers and magazines, the Internet, and many companies have begun to import and implement CRM. Among these enterprises, on the one hand, some companies have made great strides in market expansion, efficiency improvement, and customer retention after implementing CRM, and have created amazing results, such as well-known US network equipment suppliers. Cisco