摘要
随着市场竞争的日益加剧,对顾客满意追求已成为众多商家的关注焦点。根据房地产业特点,以提高顾客满意为主旨,从顾客购买行为和房地产公司的运作流程两方面入手,采用差距分解法寻找造成顾客不满意的原因,并从客户关系管理的角度出发,提出相应的解决策略。
With the increasingly intensified competition, to improve customer satisfaction has become the focus for many housing firms. According to the traits of real estate industry, this paper tries to find the core reasons for customer unsatisfaction by the method of distance resolving in terms of customer behavior and the process of real estate companies' operation. And the corresponding solution strategy is brought from the CRM's point of view.
出处
《商业研究》
北大核心
2004年第21期70-73,共4页
Commercial Research
关键词
客户关系管理
客户满意度
差距分解法
customer relationship management
customer satisfaction
distance resolving method
