A. The connotation of the customer relationship management
Customer Relationship Management is the product of the
combination of modern enterprise management ideas with
modern technology, a culture of customer-centric business
management thinking, represented not only is the upgrade of
management tools, also the innovation ideas of management.
[1]
.From the macro level of the enterprise management
philosophy, customer relationship management is customercentric development strategies and operating guiding
ideology established by enterprises to improve its core
competitiveness; from the meso level of enterprise
management mode, customer relationship management is a
new management mechanism for enterprises to improve
customer relationships; From the micro-level of IT
application systems, customer relationship management is
the sum of the use of information technology solutions in the
process of optimizing customer relationship by companies.
Customer relationship management’s core theory is mainly
reflected in the following four aspects: (1) Concept of
customer value: customer relationship management is the
selection and management of the customer's business ideas
and business strategy, its aim is to achieve long-term
customer value maximization. (2)Concept of market
operators: customer relationship management requires the
operation of the business should focus on customers, in
market positioning, market segmentation, and value
realization must adhere to this philosophy. (3)Concept of
operations: customer relationship management requires
enterprises to shift from a “product-centric” business model
to a “customer-centric” model. (4) Concept of the technical
applications: customer relationship management requires
customer-centric business process automation through stateof-the-art technology platform to support and improve
business processes
A. The connotation of the customer relationship management
Customer Relationship Management is the product of the
combination of modern enterprise management ideas with
modern technology, a culture of customer-centric business
management thinking, represented not only is the upgrade of
management tools, also the innovation ideas of management.
[1]
.From the macro level of the enterprise management
philosophy, customer relationship management is customercentric development strategies and operating guiding
ideology established by enterprises to improve its core
competitiveness; from the meso level of enterprise
management mode, customer relationship management is a
new management mechanism for enterprises to improve
customer relationships; From the micro-level of IT
application systems, customer relationship management is
the sum of the use of information technology solutions in the
process of optimizing customer relationship by companies.
Customer relationship management’s core theory is mainly
reflected in the following four aspects: (1) Concept of
customer value: customer relationship management is the
selection and management of the customer's business ideas
and business strategy, its aim is to achieve long-term
customer value maximization. (2)Concept of market
operators: customer relationship management requires the
operation of the business should focus on customers, in
market positioning, market segmentation, and value
realization must adhere to this philosophy. (3)Concept of
operations: customer relationship management requires
enterprises to shift from a “product-centric” business model
to a “customer-centric” model. (4) Concept of the technical
applications: customer relationship management requires
customer-centric business process automation through stateof-the-art technology platform to support and improve
business processes
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