| 客户关系管理的多元研究视角分析——客户关系管理文献述评 |
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| 引用本文： | 李丽莎.客户关系管理的多元研究视角分析——客户关系管理文献述评[J].改革与战略,2012,28(4):216-218. |
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| 作者姓名： | 李丽莎 |
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| 作者单位： | 云南民族大学管理学院,云南昆明,650500 |
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| 摘 要： | 文章在分析客户关系管理起源与应用现状的基础上,从理论研究、应用研究与发展趋势三个方面对客户关系管理研究进行整理,并且归纳了每个方面的研究特点。理论研究,从客户关系管理概念的5个视角:过程、战略、商业策略、能力与技术进行梳理;应用研究具有分行业的特点,着重分析了零售业客户关系管理、银行客户关系管理与物流客户关系管理;发展趋势的特点是与新的管理理念结合,产生具有鲜明特点的客户关系管理。
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| 关 键 词： | 客户关系管理 过程 战略 企业核心能力 |
Analysis of CRM from Different Sides——The Review on the Papers of CRM |
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| Li Lisha.Analysis of CRM from Different Sides——The Review on the Papers of CRM[J].Reformation & Strategy,2012,28(4):216-218. |
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| Authors: | Li Lisha |
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| Institution: | Li Lisha(School of Management,Yunnan University of Nationalities,Kunming,Yunan 650500) |
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| Abstract: | From the origin,concept and application of CRM,the article has done classification on CRM papers from theoretical study,application research and the development trend,and summarized the characteristics of each side.From theory research,CRM has five perspectives: process,management strategy,business strategy,ability and technology.Because every industry has different characteristics,the article has done classification on the papers of CRM application from different industry.The article has analyzed the characteristics of CRM of Retail,Bank and Logistics Management.The development trend of CRM is to be combined with other new management concepts. |
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| Keywords: | CRM(Customer relationship management) process strategy enterprise core competence |
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