基于客户关系管理的养老机构绩效考评体系的研究

近年来人口老龄化受到整个社会高度关注，机构养老模式不仅能减轻年轻人照顾老人的压力，而且还能让老人在同龄人群体中进行交流，建立一种社会支持网络，对老年人的身心健康具有积极意义。从客户关系管理的角度来看，目前我国养老机构的管理有自己的特色。基于客户关系管理，建立绩效考评体系，对于提高老人的满意度、提升养老机构的管理水平有较强的现实意义。

Research on the Performance Appraisal System of Pension Institutions Based on CRM

The aging of the population in recent years has been paid a lot of attention of the whole society. Institutions pension mode can not only reduce the pressure of young people to take care of the elderly, but also help old man communicate with the peer group and establish a social support network. It has positive significance for the mental health of elderly people. From the point of view of CRM, the pension institution management has its own characteristics. Based on CRM, the establishment of performance appraisal system and the improvement of satisfaction have strong practical significance for improving the eiders＇ satisfaction and enhancing the management level of pension institutions.