客户关系管理业的影响和分析.docVIP

中州大学毕业论文客户关系管理对企业的影响分析 学 院： 经济贸易学院 专 业： 市场营销 学 号： 200928050123 姓 名： 指导老师： 成 绩： 提交时间： 2012年4月10日 摘要客户关系管理，对于一个公司的盈利能力及其长期的成功显得极为的重要，客户关系管理的目标就是要同客户建立长期的关系，创造出不断增加的忠诚客户和更加的盈利空间进入信息时代。信息时代的到来使得传统的商业模式发生了根本性的变化。随着产业链逐渐的优化整合，使得很多行业所提供的产品和服务日益商品化，产品的同质化倾向越来越强，独特的竞争优势越来越难以获得。同时随着信息工具和渠道的快速发展，使得客户对产品和服务的选择范围不断扩大，选择能力不断提高，同时选择欲望也日益加强，因此如何根据客户的需求并以最快的速度做出响应，即如何吸引并保持客户成为当今企业竞争的焦点。企业需要通过获得与客户关系的最优化来达到企业利润的最优化。关键词：客户关系管理、企业、影响分析 Customer relationship management, for a companys profitability and long-term success appears to be extremely important, customer 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.