| 如何使CRM真正改进客户关系? |
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| 引用本文： | 胡春.如何使CRM真正改进客户关系?[J].北京邮电大学学报(北京邮电大学学报),2002,4(3):10-12,21. |
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| 作者姓名： | 胡春 |
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| 作者单位： | 北京邮电大学,文法经济学院,北京,100876 |
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| 摘 要： | 本文分析了一些企业实施客户关系管理系统(CRM)没有真正改进客户关系的原因:过多地关注利润而忽视了客户关系管理;忽视客户服务的质量;没有明确的客户关系管理的战略.本文试图提出解决以上问题的具体对策.
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| 关 键 词： | 客户关系管理(CRM) 客户分析 战略 |
| 文章编号： | 1008-7729(2002)03-0010-03 |
| 收稿时间： | 2002-4-29 |
| 修稿时间： | 2002年4月29日 |
How does CRM really improve relations with customers? |
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| HU Chun.How does CRM really improve relations with customers?[J].Journal of Beijing University of Posts and Telecommunications(Social Sciences Edition),2002,4(3):10-12,21. |
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| Authors: | HU Chun |
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| Institution: | School of Humanities, Law and Economics, BUPT |
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| Abstract: | The article analyses the three reasons for which CRM cannot really improve relations with customers:enterprises pay more attention to profit than the relations with customers;enterprises neglect the quality of relations with customers;and some enterprises haven't customer relation strategy before they implement CRM.The corresponding measures are proposed to solve these problems. |
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| Keywords: | customer relationship management customer analysis strategy |
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