网络时代下小微型企业客户关系管理研究

网络时代给企业的生存环境带来了翻天覆地的变化,小微型企业可以与大中型企业站在同一起跑线上竞争客户资源。网络信息技术的发展也为小微型企业带来了客户关系管理实施的灵活性,有利于增强企业与客户的互动,降低开发新客户的成本来增强其竞争力。但是小微型企业在实施客户关系管理的过程中仍存在观念落后、对客户关系管理认识不足;资金缺乏、资源有限;人员素质跟不上客户关系管理要求等问题。针对这些问题,企业主必须重视客户,树立正确的客户关系管理观念,不断提升企业员工的能力和素质,整合客户资源,充分利用网络带来的优势,并尝试租赁或外包客户关系管理软件以不断保持和维护良好的客户关系,实现小微型企业与客户的双赢。

Study on Customer Relationship Management of Small Micro Enterprise in Internet Age

The environment of enterprises has experienced dramatic changes in Internet Age and small enterprises can compete customer resources with large and medium - sized enterprises. The development of network information technolo- gy in small micro enterprise can bring the flexibility, to enhance the interaction between enterprise and customer, reduce the cost of new customers and other advantages to enhance its competitiveness. However, the small micro enterprise is still lacking of advanced concept, the lack of funds, limited resources; the quality of personnel can＇t meet the require- ments of customer relationship management. Therefore, business owners must pay attention to the customer, establish the concept of customer relationship management, improve enterprise staff＇s ability, integrate customer resources, make use of network, and try to lease or outsourcing customer relationship management software to maintain good customer rela- tions, and achieve win - win goal of small enterprises and customers.