摘要
客户关系管理在过去十多年得到了快速发展。然而目前由于不同学者研究视角和研究出发点等方面差异,他们研究的结论并不相同,甚至是相互矛盾,因此有必要从客户关系管理的理论基础、客户关系管理的内涵及其演进、客户关系管理对组织绩效的影响效应等几个方面对该领域现状进行了系统研究,并在此基础上探明现有研究存在的局限及其未来发展趋势。
The research on customer relationship management has developed rapidly in the last decade. Considering the current disputes over it from different perspectives, the paper reviews the studies on customer relationship management in the following four aspects： the theoretical foundation of customer relationship management, the connotation of customer relationship management, the relationship between customer relationship management and company performance. It also points out the limitetions and future trend of the research concerned.
出处
《商业研究》
CSSCI
北大核心
2008年第7期52-56,共5页
Commercial Research
关键词
客户关系管理
关系营销
关系信息进程
customer relationship management
relationship marketing
relationship information process
