构建有效的客户知识管理系统

Research on System of Effective Customer Knowledge Management

客户关系管理是关系营销全面实施的核心环节和驱动力量,其实施离不开知识管理的支持,搞好客户关系管理中的知识分类,建立客户知识的挖掘系统和客户知识管理体系,以此支持客户关系管理系统在企业的实际应用才能扩大客户核心知识的利用率,并提高客户对企业的满意度、忠诚度。

As the central link and driving force, the implementation of customer relationship management （CRM） is hardly separated from knowledge-based management. Through the classification of the knowledge in customer relationship management, to establish a system for knowledge exploration and management can be of grant significance in the practice of customer relationship management.