客户生命周期在客户关系管理系统中的应用

Application of Customer Life Cycle in System of Customer Relation Management

客户生命周期是客户关系管理(CRM)中的重要概念和工具。透过典型案例,我们发现目前国产的客户关系管理 (CRM)系统对客户生命周期的理解和应用有其不足之处,应建立完整客户生命周期的理念,并实现完整客户生命周期在 CRM系统中的应用。

Customer life cycle (CLC) is an important concept and tool in the customer relationship management (CRM). On the basis of the analysis of representative cases, we find that there exist some drawbacks in the understanding and application of customer life cycle in the system of CRM. The complete notion of CLC should be formulated and the application of CLC should be implemented.