基于价值维度的顾客关系管理研究

Study on the Customer Relationship Management on the Basis of Value Dimensionality

文章主要从价值维度对企业与顾客的关系进行了阐述。在揭示传统顾客关系的理论与实践属于单向价值维度的基础上,通过分析企业与顾客各自的价值取向,以及双方的互动过程,说明企业与顾客之间应是双向价值维度的关系。因此,企业在进行顾客关系管理过程中应该“以顾客为基准”,同时实现企业价值的提升。

Based on the value, this text mainly discusses the relationship of the enterprises and their customers. On the foundations of announcing the theory and practice about the customer relationship belong to one-way value dimensionality, Through analyzing their own value orientation of the enterprise and their customers, and both sides＇inter-dynamic courses, we can prove the relationship of the enterprises and their customers is a kind of two-way value dimensionality. So, in the course of CRM, enterprises should ＇ regard their customers as datum＇, and realize the maximizations of enterprise value on the same time.