relationship management goal is to establish long-term relationships with
customers, create increased customer loyalty and more profitable space
into the information era.
The advent of the information age the traditional business model has
undergone fundamental changes. With the gradual optimization of
industry chain integration, makes many industries to provide products
and services increasingly commercial, product coessential change the
trend of increasingly strong, unique competitive advantage more and
more difficult to obtain.
At the same time as the rapid development of information tools and
channels, allowing customers the choice of products and services
continue to expand the scope of choice, ability to continuously improve,
at the same time choosing desire is also increasing, so how to according
to the needs of customers and to respond with the fastest speed, that is
how to attract and retain customers become the focus of competition
among enterprises. Enterprises need to obtain the relationship with
customers to achieve corporate profit optimization optimization.
Key words: customer relationship management, enterprise, customer
retention
目录
1
…………………………………………
、客户关系管理概述
1
1.1
……………………………………………
客户关系管理含义
1
1.2
……………………………………………
客户关系管理概述
2
1.2.1
………………………………………
客户关系管理内涵
2
1.3
…………………………………………
客户关系管理的目标
4
1.3.1
…………………………………………………
提高效率
4
1.3.2
…………………………………………………
拓展市场
4
1.3.3
…………………………………………………
保留客户
4
1.4
………………………………………………
客户类型及分区
4
1.4.1
…………………………………………………
客户类型
4
1.4.2
……………………………………
客户关系区分及识别
5
1.4.3
…………………………………………
客户关系的维护
5