CRM是企业界和学术界的热点,关于CRM的各种基础理论的研究和实证分析很多,但对CRM实施过程测量的研究却很少。本文在大量文献回顾的基础上,提出了测量CRM实施的模型,即CRM记分卡并提出了相应的计算公式。本文认为CRM实施可以分为CRM投入和产出两部分,从而通过对CRM投入和产出的测量来衡量CRM实施效率,从而提高实施CRM的绩效。 CRM is a hot spot in business and academia. There are many researches and empirical analyzes on various basic theories of CRM. However, there are few studies on CRM process measurement. Based on a large number of literature review, this paper proposes a CRM measurement scorecard and puts forward the corresponding calculation formula. This paper argues that CRM implementation can be divided into two parts, CRM input and output, so as to measure CRM implementation efficiency through measurement of CRM input and output, so as to improve the performance of implementing CRM.