摘要
本文通过对企业市场竞争力的影响因素分析,探讨了客户关系管理(CRM)这一提高企业市场竞争力的非常有效的手段。这里主要从客户管理的本质出发,论证客户关系管理,在保持客户关系的经济性、忠诚客户的引荐性、客户关系的长期性、人力资源素质的提高性和CRM系统的效率性等几方面,如何提高企业的市场竞争力。
In this paper, we make certain customer relationship management (CRM) be a very effective means of raising enterprise's competitive ability in market by analyzing the factor of influencing enterprise's competitive ability in market. According to the principle of customer relationship management, we probe into how to raise enterprise's competitive ability by CRM.
出处
《上海管理科学》
2002年第6期48-50,共3页
Shanghai Management Science
