摘要
客户关系管理是当今企业管理研究的热点之一,但理论界对客户关系管理的定义、界定、体系框架一直处于热烈的争论与探讨之中。正确界定客户关系管理的定义意义重大,用战略管理方法研究客户关系管理战略。通过战略管理可以降低企业CRM系统实施的失败率。
Customer Relationship Management (CRM) is one of hot topics of study in business administraten field.Howerver,the definition and system frames of CRM have not been confirmed accurately so far.The exactitude definition of the Customer Relationship Management is very important.To study the Customer Relationship Management by the method of strategic management,we can lower the failure rate by the strategic management.
出处
《南昌大学学报（人文社会科学版）》
北大核心
2004年第2期85-88,共4页
Journal of Nanchang University(Humanities and Social Sciences)
关键词
企业
客户关系
竞争
战略管理
CRM
business enterprise
customer relationship
competition
strategic management
customer relationship management
