客户关系管理是信息技术与传统的营销、销售和服务管理相整合的产物,是一种旨在改善企业与客户之间关系的新型管理机制,其核心思想是“以客户为中心”,通过完善的客户服务和深入的客户分析来满足客户的需求,保证实现客户的终生价值,为企业创造最大利润。 Customer relationship management is a product of the integration of information technology and traditional marketing, sales and service management. It is a new management mechanism aimed at improving the relationship between enterprises and customers. Its core idea is “customer-centric”, through perfecting Customer service and in-depth customer analysis to meet customer needs, to ensure the realization of the customer’s lifetime value, to create maximum profits for the enterprise.