面向客户生命周期的客户关系管理模型

CUSTOMER LIFE CYCLE ORIENTED CUSTOMER RELATIONSHIP MANAGEMENT MODEL

客户关系管理系统 ( CRM)是一种能够提高企业核心竞争力的利器 .CRM系统的建立和运行需要系统模型的指导 .本文提出了一种面向客户生命周期价值的多视图管理模型的建模思路 ,并研究了 CRM系统模型中各个视图的组成模块 ,以及它们之间的相互关系 .

Customer relationship management system (CRM) is a kind of important tool for improving the enterprise's competition capability. It needs system model to instruct the establishment and operation of customer relationship management system. This paper puts forward a kind of idea to model a multi-view model on the basis of customer life cycle value, studies the component modules for each view of customer relationship management system, and their interrelation. At last, a further research thought is presented.