SARS的突然袭击,让更多的中国企业认清了客户关系管理的重要性。由于CRM的应用成功率一直不高,直接导致了企业的决策者对是否实施CRM一直犹豫不决,《CRM路在何方》、《制造业企业如何用好客户关系CRM》、《客户关系管理在中国的应用实践》、《危机改变观念催红CRM市场》等文章,从不同的角度阐述了CRM对于企业管理的重要作用,并对如何实施给予了一些实践性的指导建议。 Sudden attacks by SARS have made more Chinese enterprises recognize the importance of customer relationship management. As CRM success rate has been low, a direct result of corporate decision-makers on whether the implementation of CRM has been hesitant, “where the CRM Road”, “how to make good use of CRM CRM companies,” Customer Relationship Management Application Practice in China “and” Crisis Changing Concept to Promote Red CRM Market ". From different perspectives, this paper expounds the important role of CRM in enterprise management and gives some practical guidance on how to implement it.