摘要
随着市场竞争的愈演愈烈,当前所有成熟的企业都意识到,客户服务质量是企业最重要的核心竞争力,必须以客户为中心,获取较高的客户满意度和忠诚度,才能在竞争中立于不败之地。为了提高企业的客户服务质量,对客户服务管理系统进行了研究,实现对客户相关信息与流程的管理及企业内部管理流程的全面支撑,并在此基础上实现相关的商业智能。
With the competition of market becoming increasingly fierce, all mature enterprises has taken customer service quality for the most important enterprise core competitiveness. Customer-centric, access to higher customer satisfaction and loyalty, is the key to remain unbeaten in the competition. In order to improve the quality of customer service, we presents a customer service management system, it can manage the customers' information and processes related to the enterprise, and based on it, complete the business intelligence.
出处
《电脑知识与技术（过刊）》
2009年第2X期1136-1137,共2页
Computer Knowledge and Technology
关键词
客户关系管理
客户服务管理
customer relationship management
customer service management
