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CRM(客户关系管理)是以客户关系为中心的经营思想,用以组织化地实现管理客户关系的工作,树立良好的电信企业形象,提高客户满意度,从而使电信运营企业获得稳步增长的收益。CRM建设是当前各大企业关注的热点。分析了客户服务中心与CRM之间的关系,提出了以客户服务中心为核心的CRM实现方案,并指出了在CRM建设中需要规避的风险以及采取的措施。
CRM (Customer Relationship Management) is a business philosophy centered on customer relationship, which is used to organize the management of customer relationship, establish a good telecom enterprise image and improve customer satisfaction so as to make the telecom operators gain steadily increasing profits . CRM construction is currently the focus of attention of all major enterprises. This paper analyzes the relationship between customer service center and CRM, puts forward the CRM implementation plan with customer service center as the core, and points out the risks to be avoided and the measures to be taken in CRM construction.