摘要
客户关系管理的出现给汽车企业带来了客户管理变革的新课题。介绍了CRM的基本概念和汽车企业建造CRM系统的必要性;分析了客户关系管理在汽车企业中的应用特点;建立了汽车企业CRM系统的模型;重点介绍了系统的体系结构、网络结构,以及客户销售管理、市场管理、支持和服务管理3个子系统的设计方案。
The automobile enterprises are facing with a new task in customer management innovation with the appearance of CRM. The basic conception of CRM and its necessity to automobile enterprises are introduced. The characteristics of practical application of CRM are analyzed. A model of CRM in automobile enterprises is constructed. And the author pays much attention to the systematic architecture and network structure of the system, as well as three other sub-systems: customer sales management, marketing control, and support and service management.
出处
《武汉理工大学学报（信息与管理工程版）》
CAS
2004年第1期87-91,共5页
Journal of Wuhan University of Technology：Information & Management Engineering
关键词
客户关系
汽车企业
系统设计
customer management
automobile
system design
