| 实施CRM——为企业创造价值 |
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| 引用本文： | 张亦梅.实施CRM——为企业创造价值[J].价值工程,2003(6):31-33. |
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| 作者姓名： | 张亦梅 |
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| 作者单位： | 山东经济学院,济南,250014 |
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| 摘 要： | 日益激烈的市场竞争迫使企业重新调整战略,由以往注重市场份额转变为关注顾客份额。实施CRM是企业对客户关系进行管理,提高顾客份额的一种有效手段,它在诸多方面为企业创造价值。而要想成功地实施CRM,就要求企业真正地理解CRM的内涵,并做好相关工作。
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| 关 键 词： | CRM 客户关系 顾客满意度 顾客份额 |
Implementing CRM to Manage Customer Relationship |
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| Zhang Yimei.Implementing CRM to Manage Customer Relationship[J].Value Engineering,2003(6):31-33. |
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| Authors: | Zhang Yimei |
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| Abstract: | Fierce competition compels enterprises to change their strategies,namely,enterprises should pay attention to Customer share rather than Market share.By implementing CRM enterprises can manage customer re-lationship effectively and raise their Customer share.Moreover CRM can bring values to enterprise in many as-pects.In order to implement CRM successfully , enterprise should truly understand the meaning of CRM and do the essential work. |
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| Keywords: | CRM customer relationship customer satisfaction customer share |
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