试论CRM的实施与评价

Discussion on Actualizing and Evaluating of CRM

面对CRM的巨大产业,企业决策者们心之向往。针对实施CRM的风险及失误,本文提出了实施CRM的原则、策略、步骤及评价,以辅助企业顺利实施CRM,以达到成功实施CRM的目标。

For most company policy-makers,CRM is a concept for facilitated process and increased efficiency of customer service. Despite several years of technology evolution, introduction of Customer Relationship Management(CRM) still inspire caution of enterprisers to proceed. In view of this, We present in this article the principle, strategies ,steps and comments on the implementation of CRM to help enterprise perform effectively and efficiently in their Customer Relationship Management.