信息技术的飞速发展和全球经济一体化,改变着企业之间竞争的方式和方法,以产品为中心的竞争优势正在减弱。此时,以客户为中心,倾听客户呼声和需求,对不断变化的客户期望迅速作出反应的能力成为企业成功的关键。为此,一种新型的管理机制,即客户关系管理,简称CRM(Customer Relationship Management),成为市场制胜的法宝。 The rapid development of information technology and the integration of the global economy have changed the ways and means of competition among enterprises. The competitive advantages of product-centricity are weakened. At this point, customer-centricity, the ability to listen to customer calls and needs and respond quickly to changing customer expectations has become the key to business success. To this end, a new type of management mechanism, namely, customer relationship management, referred to as CRM (Customer Relationship Management), a magic weapon to win the market.