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客户关系管理CRM(Customer Relationship Management)伴随着因特网大潮和电子商务的兴起,开始进入中国,逐步为国内的企业所认识和接受。最早发展客户关系管理的是美国,从1980年以收集客户与公司联系信息为目的的接触管理(Contact Management)演变为1990年的支持电话服务中心和资料分析的客户关怀(Customer care),之后逐步发展为现在的CRM。从管理科学的角度来考虑,CRM来源于市场营销理论,它为企业提供了一个以客户为中心的全新的商业战略思维,通过利用多种现代化手段收集客
Customer Relationship Management (CRM) With the rise of Internet tide and e-commerce, it began to enter China and gradually became known and accepted by domestic enterprises. The earliest development of customer relationship management was the United States. Since 1980, Contact Management, which collects customer and company contact information, has evolved into a support call center and data care customer care in 1990, Development for the present CRM. From a management science point of view, CRM comes from marketing theory, which provides enterprises with a new customer-centric business strategy thinking, through the use of a variety of modern means to collect customers