客户关系管理案例 分析.docVIP

1 - 目 录 0. 摘要··········································3 1. 引言··········································3 2.客户关系管理概述··································3 2.1. 客户关系管理定义································3 2.2. 客户关系管理的起源及发展·······················3 2. 3.功能介绍·········································4 2.4客户关系管理实施的主要步骤······················4 3.马狮百货客户关系管理案例分析····················4 3.0.案例展示··········································4 3.1.马狮百货对顾客的客户关系管理分析··················5 3.2.马狮百货对供应商的客户关系管理分析················6 3.3马狮百货对员工的客户关系管理分析··················6 4. 结论·············································6