基于知识管理的客户关系管理分析

Analysis of Customer Relationship Management based on Knowledge Management

在当前的知识经济中,知识管理已成为企业成功的关键因素之一。本文以知识管理理论为支撑分析了客户关系管理系统与知识管理的有机融合,并指出实施基于知识型的客户关系管理系统的关键因素,以支持客户关系管理在当前企业中的应用。

In the present knowledge economy, knowledge management （KM） has alreaily become one of the key factors of enterprise＇ s success. This text regards management theory of knowledge as the support of the organic integration which has analyzed customer relationship management （CRM） system and KM, points out the key implemental factors of KCRM to support the CRM implementation in enterprises.