有关研究分析表明:企业获取一个新客户的成本是保留一个老客户的五倍。由此可见,企业保持一个稳定可靠的客户资源对降低发展成本、提高效益是何等重要。客户资源是企业发展最重要的战略资源。海尔总裁张瑞敏先生在论述客户资源重要性时曾指出:拥有最广泛的客户资源是企业的核心 The research shows that: The cost of acquiring a new customer is five times the cost of keeping an old customer. This shows that enterprises to maintain a stable and reliable customer resources to reduce development costs and improve efficiency is so important. Customer resources is the most important strategic resource for business development. Mr. Zhang Ruimin, president of Haier, pointed out in his account of the importance of customer resources: Having the most extensive customer resources is the core of the enterprise