引言随着经济全球化及市场竞争的日趋激烈,现代企业面临更加严峻的挑战。客户关系是现代企业经营的重点,提升客户服务质量成为领先对手的关键因素。实施客户关系管理战略是现代企业充分利用客户资源、树立良好品牌形象、促进服务营销、提高市场竞争力的必由之路。 Introduction With the increasingly fierce economic globalization and market competition, modern enterprises are facing more severe challenges. Customer relationship is the focus of modern business management, improve customer service quality as the key to leading competitors. The implementation of customer relationship management strategy is the only way for modern enterprises to make full use of customer resources, establish a good brand image, promote service marketing and enhance market competitiveness.