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目前,现代市场竞争的实质就是一场决定企业生死存亡的顾客争夺战,拥有顾客就意味着拥有市场。在这场竞争中,谁能与顾客保持沟通,把握住顾客的需要,并与顾客建立牢固的关系,维持顾客的忠诚度,谁就能获得竞争优势,立于不败之地。由此,建立客户关系管理系统对于中国企业来讲尤为重要。而如何建立客户关系管理系统并使其发挥应有的作用与效益将是我国企业在客户关系管理上探讨的重点。
At present, the essence of modern market competition is a customer battle that determines the survival of an enterprise, and having customers means having a market. In this competition, who can communicate with customers, grasp customer needs and establish a solid relationship with customers, maintain customer loyalty, who will be able to gain a competitive advantage, invincible. As a result, the establishment of customer relationship management system is particularly important for Chinese enterprises. How to establish a customer relationship management system and make it play its due role and effectiveness will be the focus of our country’s enterprises in customer relationship management.