D-半乳糖诱致大鼠蛋白糖基化及葛根素的干预性研究.pdfVIP

CRM is a hot research topic for the business management theory and practice application. With the coming of New Economy Era, there are ranges of channel options through which a company may seek to serve the final customer. Based on the research of customers’ knowledge, this paper proposes how to integrate multi-channels and how to communicate with the customers by the most effective ways in order to maintain a profit-maximizing portfolio of customer relationships. Following the analysis of high rate of failure of current CRM implementation, this paper reviews both the Knowledge-Based CRM process and Multi-channel integrated CRM process, and attempts to put forward a multi-channel integrated KB-CRM. A framework for achieving CRM success was also proposed, which is intended to provide managers with a broad outline as to how CRM initiatives should be approached. It is concluded that the nature of multi-channel integrated KB-CRM can be described in terms of its three key sub processes: channel, knowledge and interaction management. Channel management process integrates all touch points to realize customer identification, support and interaction. Based on the database platform, company could let the customer experience total care. Knowledge management process can be subdivided into five distinct micro processes: (1) data collection, (2) information discovery, (3) knowledge accumulation, (4) intelligence generation, and (5) intelligence dissemination. Interaction management process leverages available intelligence to build and strengthen customer relationships by enhancing the quality of individual exchange episodes which is either: (1) core benefits exchange, (2) information exc