CRM的理念与实施中关键因素分析

CRM Concept and the Key Factors in Its Implementation

随着市场环境、竞争环境的快速变化 ,企业的管理理念、服务观念开始发生重大转变 ,使得CRM(CustomerRelationshipManagement,客户关系管理 )成为当前热点。本文试从CRM在国内外的应用情况、CRM体现的管理理念。

The rapid changes of market environment and competition environment give birth to new management ideas and new service ideas for enterprises, which makes CRM (Client Relationship Management) be the current hot spot. This paper attempts to analyse the application situation of CRM all over the world, the management ideas and service objectives embodied by CRM and the key factors in CRM implementation.