客户关系管理是一个识别、吸引和留住客户的过程,目的是针对有价值的客户,实行以客户为中心的市场营销组合,创造客户优势。企业通过富有意义的交流沟通,理解并影响客户行为,将交易型关系转变成合作型关系,进而发展成伙伴型关系,最终实现客户保留、客户忠诚和客户创利,持续地获得最大利润的目的。 Customer Relationship Management (CRM) is a process of identifying, attracting and retaining customers, aiming to create a customer advantage by implementing a customer-centric marketing mix for valued customers. Through meaningful communication and communication, enterprises understand and influence customer behavior, transform transactional relationship into cooperative relationship, and then develop into partnership relationship, ultimately achieving customer retention, customer loyalty and customer profitability, and continuously gaining the maximum profit.