| 客户关系管理研究进展及其未来发展方向 |
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| 引用本文： | 陆涛. 客户关系管理研究进展及其未来发展方向[J]. 商业研究, 2008, 0(7) |
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| 作者姓名： | 陆涛 |
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| 作者单位： | 西安交通大学管理学院,陕西西安,710049 |
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| 摘 要： | 客户关系管理在过去十多年得到了快速发展。然而目前由于不同学者研究视角和研究出发点等方面差异,他们研究的结论并不相同,甚至是相互矛盾,因此有必要从客户关系管理的理论基础、客户关系管理的内涵及其演进、客户关系管理对组织绩效的影响效应等几个方面对该领域现状进行了系统研究,并在此基础上探明现有研究存在的局限及其未来发展趋势。
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| 关 键 词： | 客户关系管理 关系营销 关系信息进程 |
An Overview of Customer Relationship Management Researches |
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| LU Tao. An Overview of Customer Relationship Management Researches[J]. Commercial Research, 2008, 0(7) |
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| Authors: | LU Tao |
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| Abstract: | The research on customer relationship management has developed rapidly in the last decade.Considering the current disputes over it from different perspectives,the paper reviews the studies on customer relationship management in the following four aspects: the theoretical foundation of customer relationship management,the connotation of customer relationship management,the relationship between customer relationship management and company performance.It also points out the limitetions and future trend of the research concerned. |
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| Keywords: | customer relationship management relationship marketing relationship information process |
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