摘要
一、引言
用户满意是在市场竞争中发展起来的一种新的科学的质量观,以客户为导向,追求用户满意已成为企业质量竞争的焦点.通过用户满意度调查,可以了解企业产品和服务质量的好坏,从而了解企业在市场竞争中的地位,为企业进行质量改进提供依据.由于在消费者中,只有一部分能成为企业的具有潜力的购买者,其余则是非客户.
Scientifically classifying and managing customers are the precondition and the foundation of Customer Relationship Management for enterprises. In this paper, the customers have been classified; the relationship among different class of customers and the contact with every customer management work have been discussed. The significance of establishing a customer data warehousing has been proposed.
出处
《中国质量》
2002年第8期15-17,共3页
China Quality
