论客户关系管理中的客户满意与客户忠诚

On the Customer Relationship Management of Customer Vatisfaction and Customer Loyalty

在市场竞争日益激烈、产品的品质和功能趋同性日益增强的今天,企业仅靠产品的质量已经难以留住客户,优质的客户关系管理成为企业竞争制胜的新方法。"促进客户满意"进而"实现客户忠诚"已成为现代企业的经营哲学。客户满意是客户需求被满足后的愉悦感,是客户在消费后所表露出的态度,是指客户再次或者重复购买相同企业产品或者服务的行为,反映客户未来的购买行动和购买承诺。通过客户关系管理促进客户满意,实现客户忠诚,将是企业在竞争中取胜的关键。

In an increasingly competitive market,product quality and function of the growing convergence of today,enterprises have been relying on the quality of the product difficult to retain customers and quality customer relationship management as a competition to win new business methods.'To promote customer satisfaction,' and then 'to achieve customer loyalty' has become the operating philosophy of the modern enterprise.Customer satisfaction is to meet the customer needs to be happy after the flu,is a client in the conJuner's attitude revealed after;refers customers to buy again or to repeat the same products or services.Reflect the client's future operations and purchase commitments to buy..How through customer relations management promotion customer satisfaction,to realize the customer to be loyal,will be the enterprise the key which wins in the competition.