传统的交易营销强调创造顾客,但由于没有重视保持顾客的问题,赢得一批新顾客的代价往往是一批老顾客的流失。关系营销则注重保持顾客,希望通过顾客关系管理,最大限度地满足顾客需求,使企业获得顾客的支持,从面维系顾客群,促进企业的发展。调查表明,争取一个新顾客所花 Traditional transactional marketing emphasizes creating customers, but because there is no emphasis on maintaining customers, the cost of winning a new group of customers is often at the expense of a group of old customers. Relationship marketing focuses on keeping customers, hoping to satisfy the needs of customers through customer relationship management so that enterprises can gain the support of customers and maintain customer base to promote the development of enterprises. Surveys show that the fight for a new customer spent