客户关系管理系统处理功能与成功实施因素研究

摘要

回顾了客户关系管理的涵义及其实施步骤,通过文献分析方法的运用,从作业导向和客户导向两个角度归纳出客户关系管理系统的18项处理功能.通过对有关客户关系管理系统实施的研究总结,归纳出了客户关系管理系统成功实施的关键因素.%The paper reviews the implication and implementing steps of customer relationship management. Through literature review, it summarizes the 18 processing functions of the customer relationship management system from the perspectives of operation and customer. Then after reviewing literatures on the implementation of CRM, it also concludes on the key success factors in this process.