摘要
随着消费者需求的不断提升,同质业务、替代性产品竞争的越发激烈,有效地收集、整理、评价和利用客户信息,制定出切合实际、满足客户需求、符合企业长远发展的战略、方针、政策对企业来说至关重要。而客户关系管理作为一种新型的现代管理模式,是提升企业核心竞争力,创造和增加企业价值的有力法宝,决定着企业是否能最终实现自己的愿景和使命。首先简略介绍了客户关系管理的本质和核心内容,然后着重分析了实施CRM对企业深远影响及战略意义,最后指出了成功实施CRM的关键性问题。
With the customers demand increasing ,and the fierce the competition of the substitute products and services, it is critical strategy for a company that should make accurate policy with the complete customers information to satisfy the customers. So the CRM is one of the best way to improve the company＇s core competitive advantages,create and increase its value. It decides the company＇s future and probability of performing the company＇s vision and mission successfully. This paper introduce the essence and the core contents of the CRM briefly;And then give more importance to the deep and strategic influence of the CRM for a company; Lastly, point out how to carry out the CRM svstem nerfeetly.
出处
《价值工程》
2007年第3期115-117,共3页
Value Engineering
关键词
客户关系管理
客户知识
核心竞争力
customer relationship management（CRM）
customers knowledge
core competitive advantages
