摘要
新的市场经济竞争格局 ,使客户资源将成为企业参与竞争的核心资源之一。针对目前国内外较为关注的应用信息系统———客户关系管理 (CRM) ,本文从营销战略构架的视角出发 ,介绍了CRM战略构架的模型 ,对此进行了系统的论述和分析 ,为企业的长远规划提出了一个可供发展和完善的CRM战略构思 ,并论述了企业成功实施客户关系管理战略的要素。
New competition situation in market economy makes client resource one of the core resources taken by enterprises and businesses to achieve competitive advantage. This paper introduces and discusses customer relationship management (CRM) strategy framework model. The strategy model proposes a framework in which a CRM strategy can be developed or analyzed from a business perspective. The factors of implementing CRM strategy successfully are presented.
出处
《湖南大学学报（社会科学版）》
2002年第6期40-43,共4页
Journal of Hunan University(Social Sciences)
关键词
客户关系管理
CRM
战略构架
顾客价值
customer relationship management
strategy framework
customer value
