摘要
面对竞争日趋剧烈的市场环境,贸易公司必须将客户关系管理提升到战略的层面,从客户获取、客户增进与客户维持三个方面加以思考,将“以客户为中心”的理念落实固化到公司的服务流程中,通过制定经营决策、客户服务与信息技术应用三个方面的策略来达成客户关系管理的战略目标。
Faced with fierce competition, trading company should construct customer relationship management from the aspect of strategy. Enterprises should consider customer acquirement, customer enhancement and customer maintenance. The idea that customer is the center should be solidified in the service procedure of the company. Trading company should make such tactics as business decision, customer service and application of information technology to reach the strategic objective of customer relationship management.
出处
《当代经济管理》
2005年第5期41-45,51,共6页
Contemporary Economic Management
基金
国家自然科学基金资助项目(70472061)。
关键词
贸易公司
客户关系管理
战略
trading company
customer relationship management
strategy
