客户关系管理是一种经营管理战略和理念,而并非是某种信息技术。在具体操作中,是通过一系列的战略设定、流程优化与改造、经营职能的重新设计和技术辅助手段等整合的过程而实现的。在客户关系管理战略制定的过程中,企业将基于内外部环境做仔细分析,同时对于企业业务、组织和客户现状进行客户关系管理准备度评估,才能明确资源、阻力、助力和目标等客户关系管理战略关键要素。 Customer relationship management is a management strategy and philosophy, not some kind of information technology. In the specific operation, it is achieved through a series of integrated processes such as strategic setting, process optimization and reformation, redesign of business functions and technical assistance. In the process of formulating the CRM strategy, the enterprise will carefully analyze the internal and external environment and evaluate the preparation of customer relationship management for the business, organization and customer status in order to clarify the customer relationship management such as resources, resistance, assistance and goals. Key elements of strategy.