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一、引言 客户关系管理是一种以客户为中心的经营策略和商业理念，英文全称为 Ｃｕｓｔｏｍｅｒ ＲｅｌａｔｉｏｎｓｈｉｐＭａｎａｇｅｍｅｎｔ，缩写为ＣＲＭ。客户关系管理以信息技术为手段，对业务功能进行重新设计，并对工作流程进行重组。客户关系中蕴藏着宝贵的资源和无
First, the introduction of customer relationship management is a customer-centric business strategy and business philosophy, full name in English as Customer RelationshipManagement, abbreviated as CRM. Customer Relationship Management uses information technology as a means of redesigning business functions and reorganizing workflows. Customer relationship contains valuable resources and none