摘要
在分析知识管理与客户关系管理的概念、功能、层次结构的基础上,提出两者必将走向融合,将融合后的系统称为KM-CRM,得出其定义及特征。
On the basis of the thing that analyses concept , function , hierarchical structure about Knowledge Management and Customer Relationship Management, propose the two will move towards integration, the system after integrated calls KM- CRM, draw its definition and characteristic.
出处
《价值工程》
2005年第7期81-83,共3页
Value Engineering
关键词
知识管理
客户关系管理
融合
特征
knowledge management
customer relationship management
integration
characteristic
