摘要
随着社会经济的发展，我国服务业比重占到40％，服务业将会逐渐成为社会经济的主体。高质量的客户服务可以使企业争取更多的客户，客户成为企业的重要资源。如何吸引客户并提高他们的忠诚度就成为企业能否提高核心竞争力的关键。本文表述了在CRM策略下，影响客服忠诚的因素，探讨了客户忠诚度的测评指标体系，对提高客户忠诚度有一定的理论和应用价值。
With the development of social and economic, China＇s service industry has taken for 40%. Services industry will gradually become important. High-quality customer service will attract more customers for enterprises, customers become an important resource. How to attract customers and increase their loyalty are key to raise the core competitiveness of enterprises. In this paper, we statement the impact factors of customer loyalty, discuss the evaluation index system of customer loyalty under the CRM strategy, it will has some theoretical and practical value to improve customer loyalty.
出处
《重庆航天职业技术学院学报》
2010年第4期42-45,共4页
Journal of Chongqing Aerospace Polytechnic
关键词
客户关系管理
客户忠诚
测评
Customer Relationship Management
customer loyalty
evaluation
