基于知识管理的客户关系管理初探

知识经济时代,知识管理格外引人注目。知识已经作为一种重要资源,与最初资源(人力、物力、财力、时间、信息、关系等)整合到管理的各个方面与环节中,发挥其魔力效用,并不断为企业获取竞争优势。本文以知识管理为基础,探讨如何提升客户关系管理的问题。本文首先介绍客户关系管理的定义、客户关系管理的发展趋势,基于知识管理的客户关系管理涵义;接着论述了基于知识管理的客户关系管理的知识分析、实施与评价;最后进行总结。

Prelimminary Exploration on the Strategy of Customer Relationship Management Based on Knowledge Management

In the era of knowledge economy, Knowledge Management strikes the eyes especially. Knowledge,already as a kind of important resources, with original resources(human resources, material resources, financial resources, information, relationship, and so on ) has been integrating into all the aspects and all the links of management. It comes into magic effect and brings perpetually competitive advantages. This article discusses improving Customer Relationship Management on the base of Knowledge Management.First,it introduces the definition and the developmental trend of Customer Relationship Management, and brings forward the definition of Customer Relationship Management based on Knowledge Management.Then,it analyzes the knowledge of Customer Relationship Management based on Knowledge Management,and its implementation and evaluation.Finally,a summary is presented.