客户关系管理(Customer Relationship Management)继Internet后,再一次成为全世界企业所共同关注的热门话题,是现代企业管理方法的重要变革。我国企业引入CRM的管理思想已有四个年头,但从实施的效果来看不尽人意,主要是对CRM管理理念的理解、运用和实施中存在一定的偏差。本文主要从CRM在中国企业特定的条件下应用,提出一些看法。 After the Internet, Customer Relationship Management (CRM) has once again become a hot topic of common concern of enterprises all over the world and is an important change of the modern enterprise management method. The introduction of CRM management thinking in our country has been four years, but from the implementation of the effect is unsatisfactory, mainly the understanding of CRM management concepts, the use and implementation of certain deviations. This article mainly from the CRM in the Chinese enterprise-specific conditions, put forward some views.