摘要
“核心客户关系管理”这一新概念的提出是对客户关系管理理念的进一步发展。研究了打造企业核心客户的识别步骤,分析了开发和保持企业核心客户的最佳途径,强调核心客户在企业经营管理过程中所处的中心位置,并指出核心客户关系管理过程中应注意的几个问题。
A new concept of “key customer relationship management” develops the idea of customer relationship management. This paper studies the identification procedure in creating key customers of enterprises analyzes the optimum approach to exploit and retain key customers, and emphasizes the key customers’ core position in the process of operation and management. Several problems claiming in key customer relationship management are also pointed out.
出处
《天津大学学报（社会科学版）》
2005年第2期93-96,共4页
Journal of Tianjin University：Social Sciences
关键词
客户关系管理
核心客户识别
客户开发与保持
客户忠诚
customer relationship management (CRM)
key customer identification
customer exploitation and retention
customer loyalty
