摘要
该文根据服务利润链理论原理、中小企业实施CRM的需求,拟建立基于服务利润链的客户关系管理模型。该模型通过逻辑判断,不断地修改决策方案,使员工满意、忠诚,以致提升外部服务价值,提高顾客满意和忠诚度,最终使企业获利能力增强。
In this paper,according to the principle of service profit chain theory and the requirement for implementing CRM in small and medium-sized enterprises,the writer plans to set up a customer relationship management model based on service profit chain.Through logical judgment and constant improvement of decision-making project,the staff will be satisfied and be faithful to the enterprise,the outer service value will be promoted,customers' satisfaction and faith will be improved so as to enable enterprises to enhance their profit capability.
出处
《内蒙古财经学院学报（综合版）》
2011年第4期136-138,共3页
Journal of inner Mongolia finance and economics college
基金
内蒙古自治区高等学校人文社会科学重点研究基地内蒙古中小企业发展研究基地资助课题(YJD10002)
关键词
服务利润链
客户关系管理
中小企业
service profit chain
customer relationship management
small and medium-sized enterprises
