一、客户关系管理产生的背景及概念客户关系管理(Customer Relationship Management,简称CRM)的产生是市场与科技发展的结果。美国Gartner Group于1999年率先提出了CRM概念,经过十多年的不断发展,最终形成了一套完整的理论体系。在发达国家,CRM理论体系倍受重视,增长迅速。而我国的CRM市场基本上处于培育的初级阶段。 First, the background and concept of customer relationship management Customer Relationship Management (CRM) is the result of market and technology development. The Gartner Group in the United States first proposed the concept of CRM in 1999. After more than a decade of continuous development, it eventually formed a complete set of theoretical systems. In developed countries, the CRM theory system has received much attention and has been growing rapidly. The CRM market in China is basically in the initial stage of nurturing.