a公司客户关系管理策略分析word格式论文.docxVIP

improvecompany’smanagement.Therefore,inordertoenhancethecorecompetence ofAenterprise,ithastoimplementCRM.Key words: CRM,Aenterprise, KAM目录第一章绪论...............................................................................................................11.1选题背景和意义...............................................................................................11.2国内外研究现状...............................................................................................21.3研究目的...........................................................................................................31.4研究路线和方法...............................................................................................31.5本文创新点.......................................................................................................5第二章理论研究基础...............................................................................................62.1战略管理理论...................................................................................................62.1.1战略管理定义............................................................................................62.1.2战略管理研究内容....................................................................................62.2交易成本理论...................................................................................................72.2.1交易成本的内涵........................................................................................72.2.2交易成本分类............................................................................................72.3客户关系管理理论...........................................................................................82.3.1客户关系管理的观点................................................................................82.3.2客户关系管理的发展..............................................................................102.3.3客户关系管理的分类..............................................................................113.2.1宏观环境...........................................................................