基于企业客户管理的知识管理模型分析

Knowledge management model based on management of enterprise customers

针对企业客户的管理问题,采用模型分析的方法,分析了企业客户关系管理的影响因素,指出客户知识管理越来越成为管理的重要内容,通过对客户知识的把握,识别潜在客户与潜在市场,并构建了客户知识管理模型,以验证客户知识管理模型对提升企业绩效的作用。研究结果为企业客户管理提供有益指导。

In view of problems in enterprise customer management,model analysis was adopted to analyze factors for business-customer relationship management.It is pointed out that customer knowledge management is becoming more and more an important part of management and that customer knowledge is to be well grasped for the identification of potential customers and potential markets.Therefore,a customer knowledge management model was constructed to verify its function on the enhancement of enterprise performance.Research results provide useful guidance for business customer management.