摘要
客户关系管理 (CustomerRelationshipManagement ,简写为CRM )是一套正在迅速崛起的电子化应用解决方案 ,它强调企业的管理工作必须围绕着“以客户为中心”的理念展开 ,通过应用自动化的业务流程实现客户满意度的最大化 ,从而构筑稳固而长远的客户关系。对CRM的经济背景、核心理念、系统架构及其功能框架进行了初步的探讨 。
Customer Relationship Management is an outstanding electronic application solution,which emphasize the theory of regarding the customer as the first consideration. CRM brings the intimate customer relationship by building the automatic business process .The economic background,core of the concept,the framework of the system , and the function of CRM are discussed.
出处
《北京机械工业学院学报》
2002年第2期53-58,共6页
Journal of Beijing Institute of Machinery
关键词
客户关系管理
客户满意度
客户忠诚度
系统架构
Customer Relationship Management
customer satisfactory degree
customer loyalty degree
framework of the system
