摘要
客户关系管理的核心是价值创造,企业实施客户关系管理时,在对客户的识别、保留、发展的整个生命周期中对价值的评判始终贯穿其中,因此客户关系管理中的价值评判非常重要,其价值评判包括两个方面:一是企业为客户创造的价值评价,二是客户为企业创造的价值评价。本文就企业为客户创造的价值的评判指标、方法进行探讨。
The core of Customer relationship manage-
rnent is value creation. When the company implements the
strategy of Customer relationship management, the evalua-
tion to the customer's value always runs through the whole
lifetime of customer identification. retcntion and develop-
ment. so it is very important to evaluate the value. The value
evaluation includes two sides: one is that the company creates
the value for customer, another is that the customer creates
value for the company. In this article. we will discuss the
value evaluation index and method of that the company cre-
ates value for the customer.
出处
《上海管理科学》
2003年第6期24-26,共3页
Shanghai Management Science
基金
上海交通大学管理学院科研基金资助
