上世纪90年代开始兴起的顾客满意战略,又简称为CS战略,要求企业的整个经营活动要以顾客满意为方针,站在顾客的立场上,按顾客的观点来考虑和分析顾客的需求。从顾客需求而不是站在企业的立场上去研究设计产品,包括有形商品和无形服务;在实践中不断完善服务生产与提供系统,最大限 The customer satisfaction strategy that started to emerge in the 1990s is also referred to as the CS strategy for short. It requires that the entire business activities of enterprises should be based on customer satisfaction, take the customer’s standpoint, and consider and analyze the customer’s needs according to the customer’s point of view. From the customer needs rather than standing on the position of enterprises to study the design of products, including tangible goods and intangible services; in practice constantly improve the service production and delivery system, the maximum