前言20世纪90年代以来,知识经济迅猛发展,国际竞争日趋激烈,现代信息技术的发展加快了经济全球化的进程。在新的全球市场环境下,每一个现代企业都必然面临严峻的挑战和新的发展机遇,所有传统的经营模式、业务流程乃至管理理念和思想都要受到重新考验。与此同时,新的管理理念和市场营销战略层出不穷,客户关系管理是众多新概念中的一个热门话题。客户关系管理软件系统(CRM)——一个涉及企业市场营销中客户信息子集的企业管理软件的 Preface Since the 1990s, with the rapid development of knowledge economy and increasingly fierce international competition, the development of modern information technology has accelerated the process of economic globalization. Under the new global market environment, every modern enterprise is bound to face severe challenges and new opportunities for development. All traditional business models, business processes and even management concepts and ideas have to be re-tested. At the same time, new management concepts and marketing strategies emerge in an endless stream, and customer relationship management is a hot topic in many new concepts. Customer Relationship Management Software System (CRM) - An enterprise management software that involves a subset of customer information in the marketing of an enterprise