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一天,我和一位业内分析家交谈。他是一位很受人欢迎的讲师,其专业——事实上可以说他存在的理由—就是CRM。他全部的生活内容都是CRM。他整天做的事情就是调查决定哪种是最好的CRM策略,并不断地向客户报告最新的CRM趋势。虽然CRM差不多是他生命的全部,但在我们较长的一段谈话过程中,他突然爆出一句:“你知道吗?每当有一个学员参加我的CRM演讲,就有五个学员参加我的电子商务(eBusiness)演讲。有趣的是这两场演讲介绍的是同样的内容、同样的幻灯片、讲相同的话、一样的结论。惟一不同的是题目。” “什么?”我紧张地问,“你的意思是CRM不再盛行了?” “我觉得CRM的风头已经过了,” 他回答,有一丝忧郁,“CRM曾令人感到兴奋,是大势所趋,是人们关注的焦点。但是慢慢地,其威望不如从前了。诚然,CRM仍存在——而且我也不认为它会马上消失,但是它的光华确实已不再持续了。” “这不会是真的,”我想,“CRM这么强大。它比市场上任何东西发展都快,每一个人都在谈论如何更好地管理客户关系。这才是重要的事！到底发生了什么?” 很快地,我的脑子已经想好了如何来辩论和反对这个“CRM不再风行”的观点。但随后我觉得有调查才有发言权。于是就开始了我的调查工作,我决定去拜访一些供应商圈子里的同僚(他们几乎就是行业?
One day, I talked to an industry analyst. He is a very popular lecturer and his major - in fact, the reason for his existence - is CRM. All of his life is CRM. What he does all day is to investigate what the best CRM strategy is and to keep reporting the latest CRM trends to clients. Although CRM was almost all his life, in our longer conversation, he suddenly burst out: “Do you know? Whenever there is a participant in my CRM presentation, there are five participants in my The eBusiness lecture is interesting.It is interesting to note that these two lectures are the same content, the same slide, the same words, the same conclusion, the only difference is the title. ”“ What? ”I asked nervously, “Did you mean that CRM is no longer prevalent?” “I think the limelight of CRM has passed,” he replied, with a touch of depression. “CRM was exciting, it was the general trend, and it was the focus of attention. True, CRM still exists - and I do not think it will go away anymore, but its glory is no longer sustainable. ”“ It will not be true, ”I think. CRM is so powerful that it grows faster than anything else on the market and everyone is talking about how to better manage customer relationships.That's important. What happened? “Soon, my mind had thought Well how to debate and oppose This ”CRM is no longer popular" point of view. But then I think there is a survey to have a say. So I started my investigation, I decided to visit some of my colleagues in the supply chain (they are almost the industry?