摘要
客户关系管理是一种通过现代通讯技术和计算机技术,以有效满足客户的需求为目标来组织企业生产经营管理的一种信息系统。在客户关系管理中,决策支持的作用重要,必不可少。本文先介绍了客户关系管理的产生、发展以及在企业中的应用,然后讨论了决策支持在客户关系管理系统不同层次的应用,最后介绍了目前市场上的一些客户关系管理的产品。
Based upon modern techniques of communication and computer, customer relation management (CRM) is an information system that can be employed to run enterprises' management business for the purpose of meeting customers' needs better. Decision support system (DSS) plays an important and key role in CRM. This paper introduces the forming and development of CRM and its applications in enterprises, and discusses the applications of DSS in different levels of CRM. At last, some products of CRM available are introduced.
出处
《工业工程》
2002年第3期55-58,共4页
Industrial Engineering Journal
关键词
客户关系管理
决策支持系统
信息技术
企业管理
customer relation management
decision support system
information technology
