摘要
在电子商务时代 ,以客户为中心的客户关系管理 (CRM)成为增强企业核心竞争力的关键。CRM的核心是客户价值管理 ,本文对CRM价值链进行了初步探讨 ,提出了CRM价值链模型 。
In the age of e-commerce, the Customer Relationship Management (CRM) that focuses on customers, is the key to improve core competence of corporation. The core of CRM is the management of customer value. The paper gives a preliminary discuss on the CRM value chain, and put forwards the model of the CRM value chain. The paper analyses the key stages of CRM and the supporting conditions in detail.
出处
《管理工程学报》
CSSCI
2002年第4期51-54,共4页
Journal of Industrial Engineering and Engineering Management
