基于组织学习的客户关系管理研究

本文在对组织学习和客户关系管理进行概念界定的基础上,从知识转移角度切入,提出组织学习和客户关系是一种双向互动、良性循环的关系,具体论述了利用组织学习为客户关系增值,并提出了实施意见。

A Study on Customer Relationship Management Based on Organizational Learning

Based on the defining of organizational learning and customer relationship management, from the angle of knowledge transfer, this paper presents that the relationship between organizational learning and customer relationship management is mutual and interactive. Furthermore, the author specifically discusses how to add value to customer relationship by taking advantage of organizational learning, and gives advice on implementation.