基于知识管理的客户关系管理研究-企业管理专业论文.docxVIP

⑧ ⑧ 硕士学位论文 MASTER’S THESIS Abstract 、聊th the rapid development of economical．the competition of markets be．,come intense day by day，the enterprises management pattern by“taking the product as the centerturn to“taking the customer as the centergradually,the customer relations management(CRM)whose core thought istaking the customer as the centerobtained the swift and violent development．With the emerge of Knowledge Management,the enterprise hope that the implementing of Customer Relationship Management and Knowledge Management would enhance their competitive force．However,many enterprises are disappointed by the fruits of CRM and KM,in spite of they have input a huge amount of investment．In the context，this paper studies Customer Relationship Management based on Knowledge Management． This article has carried on the related theory discussion to the customer relations management，resting on the theory of knowledge management，thus provides the theory support to customer relations management by a new angle．By widely consult literature， the work which does mainly includes the following several aspects： Firstly，basing on the brief elaboration elementary theory foundation od customer relations management and knowledge management，I elaborated the relationship of the two． Secondly，proposed a theory frame and model on Customer Relationship Management based on knowledge management which includs function such as gaining, saving,and using the customer knowledge and SO on．And analysis the realization process of each function in the model in detail． m比tlliTd part is the implementation and appraisal．I has analysised thoroughly correlation question on Implementing Customer Relationship Management Based on Knowledge Management，and proposed the methods and steps of implementation and analysation．Finally through uses the concrete case of the friend company to explain how the enterprise does apply customer relations management based on knowledge management during the management． Fin