摘要
进入新世纪和信息时代,许多新的管理方法和理念会在世界范围内迅速传播,CRM就是其中之一.CRM是Customer Relationship Management的缩写,称为"客户关系管理".本文就CRM提出的背景、特征、效果、实施与经验做一简单介绍.
This paper introduces the background of CRM, and then looks at its characteristics and effects on company performance, finally some problems of CRM implementation are given.
出处
《中国质量》
2002年第8期4-6,共3页
China Quality
