CRM 的内涵CRM(Customer Relationship Man-agement,即客户关系管理),源于以“客户为中心”的商业模式,即专门收集、整理客户与公司联系的所有信息,也是一种旨在改善企业与客户关系的新型管理机制。它通过向企业的销售、市场、服务等部门和人员提供全面及个性化的客户资料,并强化跟踪服务、信息分析能力,使他们能够协同建立和维护一系 CRM content CRM (Customer Relationship Man-agement, that is, customer relationship management), from “customer-centric ” business model, that is, specialized collection and collation of customers and companies all contact information, but also to improve New management mechanism of the relationship between business and customer. It provides comprehensive and personalized customer information to the sales, marketing, service and other departments of enterprises and strengthens the tracking service and information analysis ability so that they can work together to establish and maintain a series of departments