摘要
随着知识经济的到来,在CRM中引入知识管理的思想,推行知识型客户关系管理(KCRM)对于提高企业的核心竞争力有着重要的意义。本文在分析了CRM和知识管理的关系及实施KCRM的重要作用的基础上,提出了实施KCRM的主要思路。
With the coming of the knowledge economy, It is very important for the enterprises to set up the knowledge customer relationship management system (KCRM). And it is most helpful to increase nuclear competitive ability of the enterprises. This article put forward the idea of setting up KCRM system on the basis of analyzing the relationship between the CRM and KM.
出处
《华东经济管理》
2004年第6期125-126,共2页
East China Economic Management
