摘要
文章着重阐述了客户关系管理的由来、概念、产生背景及CRM的作用,客户关系管理的内容、实施步骤、注意事项;客户关系管理的适用范围、实施效果、发展前景及我国企业CRM的实施情况;最后对CRM的发展趋势做了论述。
This essay gives a clear explanation of the origin, the conception, the bacdground and the functions of CRM ;it also makes a systematick exposition of its content, its procedure of implementation and which would be paid attention to when it is carried out.
出处
《湖南有色金属》
CAS
2008年第1期78-80,共3页
Hunan Nonferrous Metals
关键词
客户关系管理
销售管理
智能平台
流程再造
客户价值
customer relationship management
market control
brain platform
process produce again
customervalue management
