摘要
客户关系管理,是现代管理科学与先进信息技术结合的产物,是企业以客户关系为重点,通过再造企业组织体系和优化业务流程,展开系统的客户研究,提高客户满意度和忠诚度,提高运营效率和利润收益的工作实践;也是企业为最终实现电子化、自动化运营目标,所创造和使用的技术、软硬件系统及集成的管理方法、解决方案的总和.
Customer Relationship Management, modern between management science and advanced result that information technology combine, It is enterprises that take customer's relation as the focal point, through giving a new lease of life to the system of organizing of enterprises and optimizing the business procedure, Launch systematic customer's research, improve customer satisfaction and loyal degree, improve the working practice of running efficiency and profit income; It is enterprises, in order to realize finally that the electrification, automation run the goal too, Technology, software and hardware system and the office procedure of the integration, total of the solution created and using.
出处
《厦门大学学报（自然科学版）》
CAS
CSCD
北大核心
2003年第B10期124-128,共5页
Journal of Xiamen University：Natural Science
