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T T h e E v a lu a tio n S y stem o f E d u c a tio n a l T ra ln in g In stit utio n s C R M C a pa bilit y— T a k in g E n g lis h T ra in in g In stit ut oi n s a s a n E x a m P le in stitution s，the focu s o f w h ich 15 to con strU ct the ev alu atio n sys tem o f En glish train in g in stitutio n s C R M c ap ab ility， all in 6 ch ap ters. T h e first ch ap ter 15 to in t ro d u e e t h e d e v e lo P m e n t o f t h e e d u c a ti o n a l t ra in in g in stit ut io n s 一t he m a in f o c u s o f t h e P a p e r. T h is c h a P te r in c lu d e s t h e b a e k g r o u n d ，m e a n in g a n d P u r p o se s ， a ll to g e th e r w it h t he s加 c tU re . C h a P te r 2 15 b ib lio g r a p h y ，st翻r tin g f ro m t h e d e f in itio n o f c u sto m e r， t he n a n a ly z in g t h e b a c k g r o u n d a n d d e v e lo P m e n t o f t h e C u sto m e r R e la tio n sh iP M a n a g e m e n t. T h e f ollo w in g 15 t h e sta te m e n t o f t h e sta tu a q u o o f C R M t he o r ie s h o m e a n d a b ro a d . C h a p te r 3 15 to a n a ly Z e th e m a rk …e tin g en v ir o n m e n t，t h e in te r a n d in t ra e n v ir o n m e n t a n d a lso t h e m a n a g e m e n t o f th e f or e i罗 la n 罗 a g e t ra in in g in st it u tio n s，f u lly a w a re o f t h e o P P o r t刀n itie s a s w e ll a s t h e c h a lle n g e s . C h a P te r 4 sta rt s f ro m a n a ly Z in g C R M c a p a b ility ，c h o o s e s t h e in d e x a c e o rd in g to the P rin e iP le o f th e e v a lu ati n g sys tem ， an d u sin g the an a lytic h ierarch y Pro cess (A H P ) m etho d to eo n strU ct the m o d el. C h ap ter 5 15，b y em P lo 协n g the D E S En g lish as an ex am P le ， to an alyZ e its C R M eap ab ility，thu s giv in g the su gg estio n s o f h o w to im P rov e th e ab i