浅谈客户关系管理

Comparative Analysis of the Customer Relationship Management

CRM既是一种管理理念与机制,又是一种管理技术与管理软件,更是一种企业经营战略与企业文化,它在“以客户为中心”的管理思想指导下,使企业在客户服务、市场竞争、销售及支持方面形成彼此协调的整体,为企业带来长久的竞争优势。本文对CRM基本理论与我国企业实施CRM的误区进行了分析。

CRM is not only the management idea and a mechanism, but also a management technology and a kind of software; indeed, it＇s a management strategy and corporate culture. It makes the company to form a harmonious whole that includes customer service, market competition, sales and support areas, which basing on the management idea of ＂customercentered＂, and provides long-term competitive advantages for company. This article aims to analyze the basic theories of CRM and the wrong areas in the practice of CRM of a company.