摘要
客户关系管理是一种倡导企业以客户为中心的营销管理创新的思想和方法。在客户关系管理中 ,出现了不同于以往的product (产品 )、price (定价 )、place (分销 )和promotion (促销 )的新 4P要素 ,它们是 :product (产品 )、process (流程 )、person (人员 )和performance (表现 )。把这些新 4P组合起来 。
The customer relation management is a new idea and a new method of marketing management that initiates the enterprises taking the customers as center. In CRM the new 4P factors presented that are different from product,price,place and promotion. They are product,process,person and performance. We can more improve the abilities in market competition and add value of enterprises if mix the new 4P ideas.
出处
《商业研究》
北大核心
2005年第2期67-69,共3页
Commercial Research
关键词
客户关系管理
营销
产品
流程
人员
表现
customer relation management
marketing
product
process
personnel
performance
