客户关系管理研究

Researchon Customer Relationship Management

客户关系管理是一个不断加强与客户交流、不断了解客户需求,并不断对产品及服务进行改进和提高以满足客户需要的连续的过程。通过将业务流程和专业技术进行有效的整合,不断的获取、保持和增加可获利客户,让企业最大程度的提高客户满意度和忠诚度。客户关系管理作为一种新型的现代管理模式,更注重的是与客户的交流,充分体现了企业"以客户为中心"的经营理念。

Customer Relationship Managementis a constant process of strengthening communication with customers, continuously understanding Customer needs,and improving the products and services to meet customers＇ needs.Through effective integrationof the business process and technical expertise,enterprises can improve customer satisfaction and loyalty to a great extent.Customer relationship management,as a new type of modern management mode,pays more attention to the communication with customers and fully reflects the management idea of ＂take the customer as the center＂.