中小企业实施CRM现状及对策研究

The Study on Current State and Strategy of CRM's Implementation in Small and edium-sized Enterprises

在激烈的市场角逐中,"得市场者得天下"的理念逐渐深入人心,CRM(客户关系管理)作为一种新的管理理念吸引了众多中小企业的眼球。然而企业在实施CRM的过程中却存在极高的失败率,文中试图寻找出其它的原因所在,同时提供相应的解决策略。

In the fierce market competition,the concept who won the market who would have won the world is generally accepted,CRM （customer relationship management） as a kind of new management concept attractes numerous small and medium-sized enterprises.But there was high failure rate in the progress of CRM＇s implementation,the paper tries to find out its reason,and provides corresponding solutions.