摘要
提升客户忠诚度是当前营销领域的一个热点和难点,良好客户服务是提升客户忠诚度的最佳方法。为营造以客户为中心的业务流程、建设客户数据库、完善客户服务、开展客户分析和个性化服务,在CRM支持下提高客户忠诚度的途径,运用CRM中的分析型功能收集、整合和分析客户数据以提高客户忠诚度。
The ways of enhancing customer loyalty is now being a hottly discussed topic and remaining high degree of difficulty in marketing area. In this paper, the ways to enhance customer loyalty supported by CRM are carefully studied in terms of how to construct customer - aimed business flow, establishing customer database, providing completely services, analyzing customer and providing individual services. Through the analytical functions such as collection, integration and analyzing, CRM can be well used promote customer loyalty.
出处
《商业研究》
北大核心
2007年第3期100-102,共3页
Commercial Research
关键词
客户忠诚度
客户关系管理
客户忠诚度提升
customer loyalty
customer relationship management
customer loyalty enhancement
