客户关系管理又称CRM（Customer Relationship Management），就是在企业文化同业务系统结合的同时，形成的以客户为中心的经营理念；CRM是一种旨在改善企业与客户之间关系的新型管理机制，它主要实施于企业的市场营销、销售、服务与技术支持等与客户相关的领域，使客户时时感觉到企业的存在，企业随时了解到客户的变化。
研究目的：CRM可以提高用户的忠诚度、改进信息提交方式、加快信息提交速度和简化客户服务过程。在提高用户忠诚度方面，CRM不仅可使企业更好地挽留现存的客户，而且还可使企业找回已经失去的客户。例如，全球最大、访问人数最多的网上书店---亚马逊公司，面对其越来越多的竞争者能够保持长盛不衰的法宝之一就是CRM。当您在亚马逊购买图书以后，其销售系统会记录下您购买和浏览过的书目，当您再次进入该书店时，系统识别出您的身份后就会根据您的喜好推荐有关书目。显然这种有针对性的服务对维持客户的忠诚度有极大帮助。据悉，CRM在亚马逊书店的成功事实给它赢得了65%的回头客。
研究方法：通过调查法、实验法、案例研究法对客户关系管理系统进行的大致的研究。在访问其他的公司网站时了解到，大部分企业都会保留老客户的资料及时的与客户沟通，发送最新的产品信息及优惠政策。
研究成果：在实际的实验当中通过实习公司的客户管理系统的调查表明：CRM客户关系管理是企业在接纳新客户的同时，又挽留了很多老客户，这不仅仅大大的提高了企业同客户的沟通提高客户的亲切感，减少了客户的流失，也使得企业的利润也有很大的提高。
结论：CRM带给我们的不仅仅是一个软件产品，更重要的是一种先进的管理思想和管理方法。在这个基于Internet技术的世界里，电子商务的经营模式正在改变着人们的生活方式和企业的经营方式，彻底改变了企业、客户与供应商之间的关系，同时也带来了更为激烈的竞争。
如果企业想长久的发展下去，获得更多的利润，就需要在吸纳新的客户的同时，与老客户也要形成良好的客户关系，CRM系统也正是实现了这样的功能。
在添加一句话::::CRM的目标是一方面通过提供更快速、周到和准确的优质服务吸引和保持更多的客户，达到个性化的服务；另一方面通过对业务流程的全面管理来降低企业的成本。
Also known as customer relationship management CRM (Customer Relationship Manageme nt) is the corporate culture combined with the operational systems at the same time, the formation of a client-centered business philosophy; CRM is a business and seeks to improve customer relations between the new management mechanism, It is mainly in its marketing, sales, service and technical support, and other areas relevant to the customer, so that customers always feel the presence of enterprises, enterprises kept informed customers of changes. Purpose : CRM can improve user loyalty, and improve information submitted, Information submitted to accelerate the speed and simplify the process of customer service. Improving customer loyalty, CRM, not only gives enterprises better retain existing customers, it can also enable enterprises to regain lost customers. For example, the largest in the world and the most visited online bookstores -- Amazon, Faced with a growing number of its competitors to maintain eternal and the weapon is one of the CRM. When you buy books at Amazon, and its sales system will record your purchase and visited the books When you enter the bookstore again, the system identified your identity will be based on your preferences recommend the book. Obviously, such targeted services to maintain customer loyalty is extremely helpful. It is reported that in the Amazon Bookstore CRM success to the fact that it won 65% of repeat customers of the centers. Study Methods : survey method, experimental method, case study of a customer relationship management system for the general study. During his visit other web sites, the company aware that the majority of enterprises will retain old customers timely information to communicate with customers, Send the latest product information and preferential policies. Study results : In the actual experiment through training of customer management systems, the survey indicates : CRM Customer Relationship Management is accepting new customers at the same time, retain a lot of old clients This not only greatly improved the enterprises of communication with customers to enhance customer friendliness and reduced customer losses also makes a profit enterprises have greatly improved. Conclusion : CRM has taught us is not just a software product More important is an advanced management ideas and management methods. In this Internet-based technology to the world, E-commerce business models are changing people's lifestyles and business management, completely changed the enterprise, customer and supplier relations between, but it also brings more intense competition. If enterprises want to continue long-term development, to gain more profits, it needs to attract new customers, Elderly customers also create good customer relations, CRM system is precisely to achieve this function.
回答者：thychensheng - 经理 四级 5-22 15:12
The customer relations management called CRM (Customer RelationshipManagement), is while enterprise culture same operational channelunion, forms take the customer as the central management idea; CRM isone kind is for the purpose of the new management mechanism whichimproves between the enterprise and the customer relates, it mainlyimplements to enterprise's market marketing, the sale, the service andthe technical support and so on with the customer correlation domain,causes the customer to feel at times the enterprise the existence, theenterprise understands the customer as necessary the change. Research goal: CRM may enhance the user the loyalty, the improvementinformation submits the way, speeds up the information to submit thespeed and the simplification customer service process. Was enhancingthe user loyalty aspect, CRM not only may cause the enterprise todetain the extant customer well, moreover also may cause the customerwhich the enterprise retrieved already loses. For example, the wholeworld is biggest, the visit population most on-line bookstores ---Amazon company, can maintain one of prosperous magic weapons facing itmore and more many competitors is CRM. When you purchase after thebooks in the Amazon under, its sales system can record you purchasesand has glanced over the booklist, when you enter this bookstore oncemore, after the system distinguishes your status to be able to actaccording to you to like the recommendation related booklist.Obviously this kind has the pointed service to maintain the customerthe loyalty to have the enormous help. It is reported, CRM has won 65%to it turns head the guest in the Amazon bookstore's successful fact. Research technique: Through the investigation law, 实验法, the casemethodology the approximate research which carries on to the customerrelations management system management system. When visits othercompany websites understood, the majority of enterprises can retainthe old customer the material to be prompt with the customercommunication, transmits the newest product information and thepreferential policy. Research results: Indicated middle the actual experiment through thepractice company's customer management system management systeminvestigation that, The CRM customer relations management is theenterprise while admits the new customer, also has detained very manyold customers, this not merely big enhancement enterprise enhanced thecustomer with the customer communication 亲切感, reduced customerdraining, also enables the enterprise the profit also to have the verybig enhancement. Conclusion: CRM takes to us not merely is a software product, moreimportantly one kind of advanced management thought and management. Inthis based on in the Internet technology world, the electroniccommerce management pattern is changing people's life style andenterprise's management way, completely changed between theenterprise, the customer and supplier's relations, simultaneously hasalso brought more keen competition. If the enterprise thought the long-time development, obtains moreprofits, needs while to buy in the new customer, also had to form thegood customer relations with the old customer, the CRM system also hasrealized such function.
回答者：fujingang2000 - 助理 二级 5-22 15:13
The customer relates to management, CRM(Customer Relationship Management) is measured again, and and the formation are made the idea of the customer of the management of the center at the same time as uniting ..a corporate culture and on business.. ..systematic..;Because CRM aims one-kind's improvement of a new controlling function of the relations between the enterprise and the customer, the customer is always made to feel the existence of the enterprise because it serves to an area related to its execution of marketing and sales in the market of the enterprise chiefly and waiting of TECHNICAL SUPPORT with the customer, and the enterprise always learns the customer's change. The purpose of the research: Information ..it is possible to improve of user's loyalty degree (degree) by CRM.. is improved, it submits to the method, and to accelerate information and to simplify the speed and customer's process of service, it submits it. As for CRM, only the customer of the better for corporate in existence is able not to be detained and the enterprise can search out the customer who has already lost again in the district where user's loyalty degree (degree) is improved. For instance, all parts of the world are bookstores on the net with most numbers of visits. ---It is CRM to be the maximum, and to face the competing person who increases gradually that can maintain putting one of the treasures that do not become weak long as for the Amazon company. The sales system becomes you after buying books Amazon, and buys about you and recommends the bibliography that had been browsed, and the system when entering recommends your position in can the record (It is) ..food.., and this bookstore again you below and after it began to identify it, a related bibliography can be recommended according to your hobby (It is) ..food... Extremely large help is obviously given for the maintenance of this adequate kind of service of customer's loyalty degree (degree). The fact of the success in the bookstore in Amazon of CRM can be defeated in it and it defeat it to the repetition guest of 65% according to hearing. The research method: It relates to the rough research that the management system does to the customer researching the method through the example of the investigation method, the experiment method, and the lawsuit (Pass). When visiting, it knows the Web site in other companies, and the majority of enterprises reserve customer's communication, and send out leading-edge products information and the preferential treatment policy of both material of an old customer timely. The fruit of research: The investigation of the management system of the customer in the company is practiced in a practical experiment, and it runs (Pass) and is declared:, relating to ..CRM customer.. management only is not at all large this and might rise even if the enterprise is improved, To ..taking.. ..pull.. communication of Saki improves customer's sense of intimacy, the customer's outflow is decreased, and the profit of the enterprise is made to be burnt because very a lot moreover and it detains an old customer in the acceptance of a new customer and the enterprise at the same time ..very greatly... The conclusion: It has it so that it is not only a product of our one set of software, and in CRM, importance or more management is advanced thought and one method of management. The management pattern of the electronic commerce changed people's lifestyles and the methods of the management of the enterprise, changed the relations between the enterprise, the customer, and the supply commerce thoroughly, and brought a fiercer at the same time competition while basing this on the world of the Internet technology.Conclusion: CRM takes to us not merely is a software product, moreimportantly one kind of advanced management thought and management. Inthis based on in the Internet technology world, the electroniccommerce management pattern is changing people's life style andenterprise's management way, completely changed between theenterprise, the customer and supplier's relations, simultaneously hasalso brought more keen competition. If the enterprise thought the long-time development, obtains moreprofits, needs while to buy in the new customer, also had to form thegood customer relations with the old customer, the CRM system also hasrealized such function.
回答者：thychensheng - 经理 四级 5-22 15:12
The customer relations management called CRM (Customer RelationshipManagement), is while enterprise culture same operational channelunion, forms take the customer as the central management idea; CRM isone kind is for the purpose of the new management mechanism whichimproves between the enterprise and the customer relates, it mainlyimplements to enterprise's market marketing, the sale, the service andthe technical support and so on with the customer correlation domain,causes the customer to feel at times the enterprise the existence, theenterprise understands the customer as necessary the change. Research goal: CRM may enhance the user the loyalty, the improvementinformation submits the way, speeds up the information to submit thespeed and the simplification customer service process. Was enhancingthe user loyalty aspect, CRM not only may cause the enterprise todetain the extant customer well, moreover also may cause the customerwhich the enterprise retrieved already loses. For example, the wholeworld is biggest, the visit population most on-line bookstores ---Amazon company, can maintain one of prosperous magic weapons facing itmore and more many competitors is CRM. When you purchase after thebooks in the Amazon under, its sales system can record you purchasesand has glanced over the booklist, when you enter this bookstore oncemore, after the system distinguishes your status to be able to actaccording to you to like the recommendation related booklist.Obviously this kind has the pointed service to maintain the customerthe loyalty to have the enormous help. It is reported, CRM has won 65%to it turns head the guest in the Amazon bookstore's successful fact. Research technique: Through the investigation law, 实验法, the casemethodology the approximate research which carries on to the customerrelations management system management system. When visits othercompany websites understood, the majority of enterprises can retainthe old customer the material to be prompt with the customercommunication, transmits the newest product information and thepreferential policy. Research results: Indicated middle the actual experiment through thepractice company's customer management system management systeminvestigation that, The CRM customer relations management is theenterprise while admits the new customer, also has detained very manyold customers, this not merely big enhancement enterprise enhanced thecustomer with the customer communication 亲切感, reduced customerdraining, also enables the enterprise the profit also to have the verybig enhancement. Conclusion: CRM takes to us not merely is a software product, moreimportantly one kind of advanced management thought and management. Inthis based on in the Internet technology world, the electroniccommerce management pattern is changing people's life style andenterprise's management way, completely changed between theenterprise, the customer and supplier's relations, simultaneously hasalso brought more keen competition. If the enterprise thought the long-time development, obtains moreprofits, needs while to buy in the new customer, also had to form thegood customer relations with the old customer, the CRM system also hasrealized such function.
回答者：fujingang2000 - 助理 二级 5-22 15:13
The customer relates to management, CRM(Customer Relationship Management) is measured again, and and the formation are made the idea of the customer of the management of the center at the same time as uniting ..a corporate culture and on business.. ..systematic..;Because CRM aims one-kind's improvement of a new controlling function of the relations between the enterprise and the customer, the customer is always made to feel the existence of the enterprise because it serves to an area related to its execution of marketing and sales in the market of the enterprise chiefly and waiting of TECHNICAL SUPPORT with the customer, and the enterprise always learns the customer's change. The purpose of the research: Information ..it is possible to improve of user's loyalty degree (degree) by CRM.. is improved, it submits to the method, and to accelerate information and to simplify the speed and customer's process of service, it submits it. As for CRM, only the customer of the better for corporate in existence is able not to be detained and the enterprise can search out the customer who has already lost again in the district where user's loyalty degree (degree) is improved. For instance, all parts of the world are bookstores on the net with most numbers of visits. ---It is CRM to be the maximum, and to face the competing person who increases gradually that can maintain putting one of the treasures that do not become weak long as for the Amazon company. The sales system becomes you after buying books Amazon, and buys about you and recommends the bibliography that had been browsed, and the system when entering recommends your position in can the record (It is) ..food.., and this bookstore again you below and after it began to identify it, a related bibliography can be recommended according to your hobby (It is) ..food... Extremely large help is obviously given for the maintenance of this adequate kind of service of customer's loyalty degree (degree). The fact of the success in the bookstore in Amazon of CRM can be defeated in it and it defeat it to the repetition guest of 65% according to hearing. The research method: It relates to the rough research that the management system does to the customer researching the method through the example of the investigation method, the experiment method, and the lawsuit (Pass). When visiting, it knows the Web site in other companies, and the majority of enterprises reserve customer's communication, and send out leading-edge products information and the preferential treatment policy of both material of an old customer timely. The fruit of research: The investigation of the management system of the customer in the company is practiced in a practical experiment, and it runs (Pass) and is declared:, relating to ..CRM customer.. management only is not at all large this and might rise even if the enterprise is improved, To ..taking.. ..pull.. communication of Saki improves customer's sense of intimacy, the customer's outflow is decreased, and the profit of the enterprise is made to be burnt because very a lot moreover and it detains an old customer in the acceptance of a new customer and the enterprise at the same time ..very greatly... The conclusion: It has it so that it is not only a product of our one set of software, and in CRM, importance or more management is advanced thought and one method of management. The management pattern of the electronic commerce changed people's lifestyles and the methods of the management of the enterprise, changed the relations between the enterprise, the customer, and the supply commerce thoroughly, and brought a fiercer at the same time competition while basing this on the world of the Internet technology.Conclusion: CRM takes to us not merely is a software product, moreimportantly one kind of advanced management thought and management. Inthis based on in the Internet technology world, the electroniccommerce management pattern is changing people's life style andenterprise's management way, completely changed between theenterprise, the customer and supplier's relations, simultaneously hasalso brought more keen competition. If the enterprise thought the long-time development, obtains moreprofits, needs while to buy in the new customer, also had to form thegood customer relations with the old customer, the CRM system also hasrealized such function.
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第1个回答 2007-05-22
The customer relations management called CRM (Customer RelationshipManagement), is while enterprise culture same operational channelunion, forms take the customer as the central management idea; CRM isone kind is for the purpose of the new management mechanism whichimproves between the enterprise and the customer relates, it mainlyimplements to enterprise's market marketing, the sale, the service andthe technical support and so on with the customer correlation domain,causes the customer to feel at times the enterprise the existence, theenterprise understands the customer as necessary the change. Research goal: CRM may enhance the user the loyalty, the improvementinformation submits the way, speeds up the information to submit thespeed and the simplification customer service process. Was enhancingthe user loyalty aspect, CRM not only may cause the enterprise todetain the extant customer well, moreover also may cause the customerwhich the enterprise retrieved already loses. For example, the wholeworld is biggest, the visit population most on-line bookstores ---Amazon company, can maintain one of prosperous magic weapons facing itmore and more many competitors is CRM. When you purchase after thebooks in the Amazon under, its sales system can record you purchasesand has glanced over the booklist, when you enter this bookstore oncemore, after the system distinguishes your status to be able to actaccording to you to like the recommendation related booklist.Obviously this kind has the pointed service to maintain the customerthe loyalty to have the enormous help. It is reported, CRM has won 65%to it turns head the guest in the Amazon bookstore's successful fact. Research technique: Through the investigation law, 实验法, the casemethodology the approximate research which carries on to the customerrelations management system management system. When visits othercompany websites understood, the majority of enterprises can retainthe old customer the material to be prompt with the customercommunication, transmits the newest product information and thepreferential policy. Research results: Indicated middle the actual experiment through thepractice company's customer management system management systeminvestigation that, The CRM customer relations management is theenterprise while admits the new customer, also has detained very manyold customers, this not merely big enhancement enterprise enhanced thecustomer with the customer communication 亲切感, reduced customerdraining, also enables the enterprise the profit also to have the verybig enhancement. Conclusion: CRM takes to us not merely is a software product, moreimportantly one kind of advanced management thought and management. Inthis based on in the Internet technology world, the electroniccommerce management pattern is changing people's life style andenterprise's management way, completely changed between theenterprise, the customer and supplier's relations, simultaneously hasalso brought more keen competition. If the enterprise thought the long-time development, obtains moreprofits, needs while to buy in the new customer, also had to form thegood customer relations with the old customer, the CRM system also hasrealized such function.
第2个回答 2007-05-22
The customer relates to management, CRM(Customer Relationship Management) is measured again, and and the formation are made the idea of the customer of the management of the center at the same time as uniting ..a corporate culture and on business.. ..systematic..;Because CRM aims one-kind's improvement of a new controlling function of the relations between the enterprise and the customer, the customer is always made to feel the existence of the enterprise because it serves to an area related to its execution of marketing and sales in the market of the enterprise chiefly and waiting of TECHNICAL SUPPORT with the customer, and the enterprise always learns the customer's change. The purpose of the research: Information ..it is possible to improve of user's loyalty degree (degree) by CRM.. is improved, it submits to the method, and to accelerate information and to simplify the speed and customer's process of service, it submits it. As for CRM, only the customer of the better for corporate in existence is able not to be detained and the enterprise can search out the customer who has already lost again in the district where user's loyalty degree (degree) is improved. For instance, all parts of the world are bookstores on the net with most numbers of visits. ---It is CRM to be the maximum, and to face the competing person who increases gradually that can maintain putting one of the treasures that do not become weak long as for the Amazon company. The sales system becomes you after buying books Amazon, and buys about you and recommends the bibliography that had been browsed, and the system when entering recommends your position in can the record (It is) ..food.., and this bookstore again you below and after it began to identify it, a related bibliography can be recommended according to your hobby (It is) ..food... Extremely large help is obviously given for the maintenance of this adequate kind of service of customer's loyalty degree (degree). The fact of the success in the bookstore in Amazon of CRM can be defeated in it and it defeat it to the repetition guest of 65% according to hearing. The research method: It relates to the rough research that the management system does to the customer researching the method through the example of the investigation method, the experiment method, and the lawsuit (Pass). When visiting, it knows the Web site in other companies, and the majority of enterprises reserve customer's communication, and send out leading-edge products information and the preferential treatment policy of both material of an old customer timely. The fruit of research: The investigation of the management system of the customer in the company is practiced in a practical experiment, and it runs (Pass) and is declared:, relating to ..CRM customer.. management only is not at all large this and might rise even if the enterprise is improved, To ..taking.. ..pull.. communication of Saki improves customer's sense of intimacy, the customer's outflow is decreased, and the profit of the enterprise is made to be burnt because very a lot moreover and it detains an old customer in the acceptance of a new customer and the enterprise at the same time ..very greatly... The conclusion: It has it so that it is not only a product of our one set of software, and in CRM, importance or more management is advanced thought and one method of management. The management pattern of the electronic commerce changed people's lifestyles and the methods of the management of the enterprise, changed the relations between the enterprise, the customer, and the supply commerce thoroughly, and brought a fiercer at the same time competition while basing this on the world of the Internet technology. On condition that..enterprise..long..develop..think..in addition..a lot..profit..acquire..new..customer..attract..at the same time..need..grow old..customer..excellent..customer..relation..form..system..exactly..such..function..achieve.
第3个回答 2007-05-22
怎么坐公车到德胜门?
第4个回答 2007-05-22
怎么坐车去凤麟庐？
第5个回答 2007-05-22
The customer relations management called CRM (Customer RelationshipManagement), is while enterprise culture same operational channelunion, forms take the customer as the central management idea; CRM isone kind is for the purpose of the new management mechanism whichimproves between the enterprise and the customer relates, it mainlyimplements to enterprise's market marketing, the sale, the service andthe technical support and so on with the customer correlation domain,causes the customer to feel at times the enterprise the existence, theenterprise understands the customer as necessary the change. Research goal: CRM may enhance the user the loyalty, the improvementinformation submits the way, speeds up the information to submit thespeed and the simplification customer service process. Was enhancingthe user loyalty aspect, CRM not only may cause the enterprise todetain the extant customer well, moreover also may cause the customerwhich the enterprise retrieved already loses. For example, the wholeworld is biggest, the visit population most on-line bookstores ---Amazon company, can maintain one of prosperous magic weapons facing itmore and more many competitors is CRM. When you purchase after thebooks in the Amazon under, its sales system can record you purchasesand has glanced over the booklist, when you enter this bookstore oncemore, after the system distinguishes your status to be able to actaccording to you to like the recommendation related booklist.Obviously this kind has the pointed service to maintain the customerthe loyalty to have the enormous help. It is reported, CRM has won 65%to it turns head the guest in the Amazon bookstore's successful fact. Research technique: Through the investigation law, 实验法, the casemethodology the approximate research which carries on to the customerrelations management system management system. When visits othercompany websites understood, the majority of enterprises can retainthe old customer the material to be prompt with the customercommunication, transmits the newest product information and thepreferential policy. Research results: Indicated middle the actual experiment through thepractice company's customer management system management systeminvestigation that, The CRM customer relations management is theenterprise while admits the new customer, also has detained very manyold customers, this not merely big enhancement enterprise enhanced thecustomer with the customer communication 亲切感, reduced customerdraining, also enables the enterprise the profit also to have the verybig enhancement. Conclusion: CRM takes to us not merely is a software product, moreimportantly one kind of advanced management thought and management. Inthis based on in the Internet technology world, the electroniccommerce management pattern is changing people's life style andenterprise's management way, completely changed between theenterprise, the customer and supplier's relations, simultaneously hasalso brought more keen competition. If the enterprise thought the long-time development, obtains moreprofits, needs while to buy in the new customer, also had to form thegood customer relations with the old customer, the CRM system also hasrealized such function. Question supplement that, Is increasing a speech: The:::CRM goal is onthe one hand through provides faster, thorough and an accuratehigh-quality service attracts and maintains more customers, achievesthe individuality service; On the other hand through comprehensivelymanages to the service flow reduces the enterprise the cost.
