Acta Metallurgica Sinica(English letters)
• 管理科学 • 上一篇 下一篇
胡 春
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HU Chun
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摘要： 本文分析了一些企业实施客户关系管理系统(CRM)没有真正改进客户关系的原因:过多地关注利润而忽视了客户关系管理;忽视客户服务的质量;没有明确的客户关系管理的战略。本文试图提出解决以上问题的具体对策。
关键词: 客户关系管理(CRM), 客户分析, 战略
Abstract: The article analyses the three reasons for which CRM cannot really improve relations with customers: enterprises pay more attention to profit than the relations with customers; enterprises neglect the quality of relations with customers; and some enterprises haven’ t customer relation strategy before they implement CRM. The corresponding measures are proposed to solve these problems.
Key words: customerrelationshipmanagement, customeranalysis, strategy
中图分类号:
F713.50
胡 春. 如何使CRM真正改进客户关系?[J]. Acta Metallurgica Sinica(English letters).
HU Chun. HowdoesCRMreallyimproverelationswithcustomers?[J]. Acta Metallurgica Sinica(English letters).
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https://journalsk.bupt.edu.cn/CN/Y2002/V4/I3/10
