智能化客户关系管理研究

Research on Intelligentification Management of Customer Relationship

关系营销的核心是建立和发展与公众的良好关系,其中最重要的是与顾客之间的关系。对企业而言,与顾客之间良好关系的建立,重要的是满足顾客需求进而做到顾客满意。而对顾客需求的感知及顾客满意的实现,需要企业进行细致的客户关系管理,智能化的客户关系管理是实现顾客需求,实现顾客满意及达到企业长远目标的最有效的保障。智能化客户关系管理对实现满足顾客需求意义重大,并在关系营销中起重要作用。

The core of relationship marketing is to establish and develop good relations with the public,and the most importance is the relationship with customers.For enterprises,the most significant condition to establish good relations with customers is achieved by meeting customers＇ needs and thus achieving customer satisfaction.The perception of customer needs and customer satisfaction need the companies to make a detailed customer relationship management.Intelligent customer relationship management is to meet customer needs and their long-term goal of the most effective protection.This article discusses the significance of intelligent customer relationship management in meeting customers＇ needs,as well as the important role of relationship marketing.