客户关系管理与呼叫中心的结合

客户关系管理(CRM)是企业的一种经营策略、管理理念,在实践上就表现为一套软件和技术的使用,呼叫中心作为实现CRM的信息技术支撑,在CRM战略中扮演着越来越重要的角色,文章针对两者的关系和技术上的运用进行讨论,提出了基于CRM的呼叫中心是未来的发展趋势。

Integrate customer relationship management and call center

CRM(customer relationship management) is a kind of management strategy and idea. Actually, CRM is using a serial of software and technology in practice. As technology supporting of CRM, call center is playing more and more important role in CRM strategy. According to the relationship of CRM and call center, and the using of technology, the article finds a new idea: the call center based on CRM is the future model.