现代企业管理中的crm(国外英语资料).docVIP

现代企业管理中的crm(国外英语资料) CRM in modern enterprise management CRM, 2008-12-20, 15:10:19 in modern enterprise management Abstract: Customer Relationship Management (Customer Relationship Management CRM) is a new management mechanism aimed at improving the relationship between enterprises and customers, and improving customer loyalty and satisfaction. Starting from the emergence and connotation of CRM, this paper focuses on the impact of CRM on traditional enterprises and the CRM model of enterprises in e-commerce environment and how to implement CRM in modern enterprises from the point of view of management. 1 Introduction In the era of e-commerce, the information technology revolution has greatly changed our business model, especially the interaction between enterprises and customers. In a e society where all is readily available, customers can easily access information and participate more in the business process. This shows that we have now entered the era of customer-oriented, in-depth understanding of customer needs, timely customer feedback to product and service design, to provide more personalized and thorough service for the customer, will become the key to success of enterprise. In this environment, the customer relationship management of modern enterprise arises at the historic moment. The emergence and connotation of 2 CRM Generation of 2.1 CRM The emergence of CRM is the result of market and technology development. In the process of society, customer relationship management exists all the time, but in different social stages, its importance is different, and its specific manifestations are different. The modern enterprise theory has experienced several stages of development, from the production as the core to the product quality as the core, to now take the customer as the center, the change of the main driving force is the improvement of social productivity. Just imagine, in an era of supply and demand, and who will pay attention to the demand for products? I