论咨询业客户关系管理(CRM)的构建

随着现代管理思想和信息技术的发展,客户关系管理的应用越来越广泛,其核心是“以客户为中心”的经营理念,借助于信息技术对客户资源进行有效的管理,为客户提供差异化和个性化的服务,以赢得客户的忠诚。本文在前人研究的基础上分析了咨询企业实施客户关系管理的内容及构建客户忠诚的途径。

On Construction of Customer Relationship Management in Consulting Field

Along with the development of modern management ideas and information technology, Customer Relationship Management(CRM)has been widely applied. The very core of CRM is the customer-centered thought. In order to win customers' loyalty, enterprises would provide customers with different and individual services and manage the resource of customers effectively with the help of information technology. This paper analyzes the CRM's contents in consulting enterprises and the approaches to construct the customers' loyalty on the basis of the researches carried out by predecessors.