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| 摘要: |
| 伴随着因特网和电子商务大潮的涌入,近年来CRM在中国也如火如荼地发展开来,但企业实践效果并不十分理想.中国企业在应用和实施CRM系统的过程中面临诸多特殊挑战,必须加强有效实施CRM的策略研究. |
| 关键词: 客户关系管理 文化再造 客户导向 效果评估 |
| DOI： |
| 分类号:F274 |
| 基金项目: |
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| Analysis of current situation, failure causes and bland recognition of CRM implementation of China''''s enterprises |
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HAN Kang YAN Qing-hua
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| Abstract: |
| With the emerging of internet and electronic commerce, CRM rapidly springs up in China recent years but the effect is not ideal. China's enterprises face many challenges in the process of application and implementation of CRM. With developing of informati |
| Key words: client relation management,one to one marketing,call center,process reconstruction, |
