对于企业来说,顾客份额相对于市场份额显得越来越重要,而对顾客科学的营销管理就变成了绝大多数商家必须面对的问题。过往的营销经验告诉我们,对现有顾客的营销机会要远远大于潜在顾客,对现有顾客的服务成本也远远低于新顾客。而今,提供整体方案取代单独的产品销售成为大势所趋,互联网又将企业与消费者的双向沟通渠道打通,这些因素使得顾客关系在市场环 For enterprises, the share of customers relative to the market share is more and more important, and customer marketing science and management has become the vast majority of businesses must face the problem. Past marketing experience tells us that marketing opportunities for existing customers are far greater than potential customers, and service costs to existing customers are much lower than for new customers. Today, the overall program to replace the separate product sales become the trend of the times, the Internet and businesses and consumers get through the two-way communication channels, these factors make the customer relationship in the market ring