工作单1 客户关系管理CRM(1).doc

实验4 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实验1客户关系管理CRM所谓客户关系管理 (Customer Relationship Management，简称CRM) ，简单地说，就是一个不断加强与顾客交流，不断了解顾客需求，并不断对产品及服务进行改进和提高，以满足顾客需求的连续过程。CRM注重与客户的交流，企业的经营以客户为中心，而不是传统的以产品或市场为中心。为方便与客户的沟通，CRM可以为客户提供多种交流的渠道。以客户为中心的理念在国外兴起于20世纪50年代，当时，很多企业寄希望于通过改进技术、压缩生产周期、应用内部资源管理来提高增长率和利润率，但事实上提高不大。这样，企业开始从强调降低经营成本的供应方发展策略转向了与客户联系更紧密，从客户关系方面挖掘新的能源的需求方策略，CRM应运而生。所不同的是，今天，我们可以运用计