發(fā)布時(shí)間：2018-03-29 20:45

  本文選題：會(huì)計(jì)師事務(wù)所　切入點(diǎn)：客戶(hù)關(guān)系管理模型　出處：《財(cái)會(huì)通訊》2010年19期

【摘要】：正客戶(hù)關(guān)系管理(簡(jiǎn)稱(chēng)CRM)是一項(xiàng)興于西方企業(yè)的商業(yè)策略,它以客戶(hù)關(guān)系及其關(guān)系價(jià)值作為研究對(duì)象,以求在企業(yè)成本壓縮空間越來(lái)越小,而市場(chǎng)競(jìng)爭(zhēng)又愈演愈烈的環(huán)境中,能為企業(yè)找到一條維持其競(jìng)爭(zhēng)優(yōu)勢(shì)的創(chuàng)新之路,是一種創(chuàng)新的管理理念。具體來(lái)說(shuō),CRM是一個(gè)通過(guò)詳細(xì)管理企業(yè)與客戶(hù)之間的關(guān)系來(lái)實(shí)現(xiàn)客戶(hù)價(jià)值最大化的方法,旨在改善企業(yè)與客戶(hù)之間的關(guān)系,并實(shí)施于企業(yè)內(nèi)部直接與客戶(hù)接觸的環(huán)節(jié)(如市場(chǎng)、銷(xiāo)售、技術(shù)支持等部門(mén))中,通過(guò)優(yōu)化企業(yè)組織體系和業(yè)務(wù)流程,提高客戶(hù)的滿(mǎn)意度和忠誠(chéng)度,提高企業(yè)效率和利潤(rùn)水平的工作實(shí)踐。
[Abstract]:Positive customer relationship Management (CRM) is a business strategy that is originated from western enterprises. It takes customer relationship and its relationship value as the research object, in order to reduce the cost of the enterprise, and the market competition is becoming more and more fierce. It is an innovative management idea to find an innovative way for enterprises to maintain their competitive advantage. Specifically, CRM is a method to maximize customer value by managing the relationship between enterprises and customers in detail. Aims to improve the relationship between enterprises and customers, and to implement in the internal direct contact with customers (such as marketing, sales, technical support and other departments), through the optimization of enterprise organizational systems and business processes, Improve customer satisfaction and loyalty, improve corporate efficiency and profit level of work practices.
【作者單位】： 武漢理工大學(xué);
【分類(lèi)號(hào)】：F274

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本文編號(hào)：1682773