客户关系管理实现一对一个性化服务的策略研究.docVIP

客户关系管理实现一对一个性化服务的策略研究 摘要 个性化服务是服务发展的必然趋势，将被动接受用户的请求转化为主动感知用户的信息需求，实现对用户的主动信息推送服务。个性化服务通过收集和分析用户信息来学习用户的兴趣和行为，从而实现主动推荐。它的特点是能为不同的用户提供不同的服务，以满足他们不同的需求。 本文对客户关系管理实现一对一个性化服务的策略进行了研究。论文首先简要介绍了本文的引言部分，接着给出了客户关系管理的概念、基本特征和客户关系管理的基本组成；在此基础上，对客户关系管理实现一对一个性化服务的必要性和关键问题进行了分析；同时分析了一对一个性化服务的基本原则和客户关系管理实现一对一个性化服务的局限性；最后给出了客户关系管理实现一对一个性化服务的对策和建议。 关键词 客户关系管理，一对一，个性化，策略  Abstract Personalized service is the inevitable trend of service development will be the users request into passive acceptance to active perception of the users information needs, to achieve the users Active Information Push Service. In order to achieve active recommendation, personalized service was needed to learn the user interests and behavior by collecting and analyzing user information. It is characterized by different users for different services to meet their different needs. In this paper, one on one personalized customer relationship management services to achieve the strategy was studied. Paper briefly describes the introduction of this article, then give the concept of customer relationship management, basic characteristics and essential components of customer relationship management; On this basis, one to one customer relationship management implementation and the need for personalized service The key problems are analyzed; also analyzed one to one basic principle of personalized service and customer relationship management services to realize the limitations of one to one individual; Finally, the realization of one to one customer relationship management strategies and personalized services Recommendations. Key words: customer relationship management, one on one, personalized, strategy 目　录 MACROBUTTON AcceptAllChangesInDoc TOC \o 1-3 \h \z \u 摘要 I Abstract II 1 引言 1 2 客户关系管理的理论概述 1 2.1客户关系管理的概念 1 2.2客户关系管理的基本特征 2 2.3客户关系管理系统的基本组成 3 3 客户关系管理实现一对一个性化服务的必要性和关键问题 4 3.1客户关系管理实现个性化服务的必要性 4 3.2客户关系管理中实现个性化服务的关键问题 5 3.2.1用户信息的整合 5 3.2.2用户教育与培训 6 4 客户关系管理中一对一个性化服务的现状分析