环境及企业自身的变化导致客户关系管理成为企业变革的热点,但在实施客户关系管理的过程中出现了诸多问题。本文目的即为研究客户关系管理究竟给企业带来怎样的变化,企业应如何进行客户关系管理的变革。以帮助企业正确的实施客户关系管理。 The change of the environment and the enterprise itself has led to the fact that CRM has become a hot spot of corporate change. However, many problems have arisen in the process of CRM implementation. The purpose of this paper is to study how customer relationship management to the enterprise what changes, how should the enterprise customer relationship management changes. To help enterprises implement the correct implementation of customer relationship management.