摘要
文章针对我国CRM系统实施成功率较低的现状,结合自己的实际工作体会,从企业客户与企业本身两个角度提出了CRM系统实施应当注意的一些问题,分析和探讨了“客户成熟度”及“企业成熟度”对CRM系统成功实施的影响。
The article firstly introduces the actuality of implementing CRM in our country. Then it points out several critical success factors of implementing CRM. At last the author discusses 'Customer Maturity' and 'Enterprise Maturity' are critically important to successfully implement CRM.
出处
《企业技术开发》
2004年第9期22-24,共3页
Technological Development of Enterprise
关键词
CRM
客户成熟度
企业成熟度
企业管理
客户关系管理
customer
customer relationship management
critical success factors
customer maturity
enterprise maturity
