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| 客户关系管理基础理论体系框架探讨 | |
| 引用本文： | 陈明亮. 客户关系管理基础理论体系框架探讨[J]. 管理工程学报, 2006, 20(4): 36-41 |
| 作者姓名： | 陈明亮 |
| 作者单位： | 浙江大学管理学院,浙江,杭州,310027 |
| 基金项目： | 国家自然科学基金 , 浙江省社会科学基金 |
| 摘 要： | CRM基础理论是整个CRM的基石,但对于CRM基础理论体系的确立并没有一个清晰的说法.识别有价值客户和培育有价值客户忠诚是狭义CRM的两项基本任务,从支持完成这两项基本任务的思路出发,本文提出了一个由客户价值识别理论和客户忠诚理论构成的CRM基础理论总体框架及两大理论本身的基本框架,阐述了两大基础理论的关键研究进展. |
| 关 键 词： | 客户关系管理 CRM基础理论体系 客户价值识别理论 客户忠诚理论 |
| 文章编号： | 1004-6062(2006)04-0036-06 |
| 修稿时间： | 2004-09-07 |
Research on Frame of CRM Basic Theory System |
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| CHEN Ming-liang. Research on Frame of CRM Basic Theory System[J]. Journal of Industrial Engineering and Engineering Management, 2006, 20(4): 36-41 | |
| Authors: | CHEN Ming-liang |
| Abstract: | The CRM basic theories are foundation stone of whole CRM.But what CRM basic theory system don't be defined clearly.The two basic tasks of CRM are identifying and cultivating of valued customer.Based on the idea that CRM basic theory must serve the guidance to fulfillment of these two basic tasks,a holistic frame of CRM basic theory system which is composed of customer value evaluating theory and customer loyalty theory is put forward.The frame and key research development of two CRM basic theories are discussed. |
| Keywords: | customer relationship management CRM basic theory system customer value evaluating theory customer loyalty theory |
| 本文献已被 CNKI 维普 万方数据 等数据库收录！ | |