CRM:一种新的管理理念说起CRM,人们会觉得有一些新潮,一些陌生,认为它是一个地道的外国制造。但说起“关系”,大多数的中国人都不会陌生。中国几千年的文化积淀,造就了对“关系”的特定认识。“关系”好的人,神通广大,可以解决很多别人所不能的问题。这与客户关系管理的“关系”有异曲同工之妙。至于“客户”,则是中国人所缺乏的概念。几千年的中央集权,使得人们对“领导”有足够的认识。但改革开放和市场经济的兴起,人们逐渐认识到客户的重要。WTO的临近,更 CRM: a new management philosophy Speaking of CRM, people will feel some trendy, some unfamiliar, that it is an authentic foreign manufacturing. But when it comes to “relationships,” most Chinese are not unfamiliar. The cultural accumulation in China for thousands of years has created a special understanding of “relations.” Good relationship people, magical, you can solve many problems that others can not. This and customer relationship management “relationship” similarities and differences between the wonderful. As for the “client”, it is a concept lacking by the Chinese people. Thousands of years of centralization make people have enough understanding of “leadership.” However, the reform and opening up and the rise of the market economy, people gradually realize the importance of customers. WTO approaching, more