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所谓ＣＲＭ，即 ｃｕｓｔｏｍｅｒ ｒａｌａｔｉｏｎ ｍａｎａｇｅｍｅｎｔ，译为客户关系管理。下场经济发展到今天，已由昔日的卖方市场过渡到今日的买方市场，企业之间的竞争更重要的体现在对客户资源的争夺，赢得客户即赢得胜利。也正是因为这个原因，ＣＲＭ系统迅速被企业广泛使用。ＣＲＭ是制度创新，它在企业的启用掀起了企业从追求自身利益最大化的经济行为转变为维护客户利益最大化的企业行为，任何制度的创新都需要观念创新来支持，ＣＲＭ系统仅仅是从技术的角度来科学和规范客户关系管理，而要真正从根本上赢得客户，最重要的是要塑造一种适于ＣＲＭ的企业文化，因此，实施ＣＲＭ首先要在企业内塑造“以客户为中心”的企业文化。
The so-called CRM, customer ralation management, translated as customer relationship management. End of the economic development to today, from the former seller's market transition to the buyer's market today, the competition between enterprises is more important in the competition for customer resources, winning customers that win. It is precisely because of this reason, CRM system is widely used by enterprises quickly. CRM is a system of innovation, it is the opening of enterprises set off from the pursuit of their own interests to maximize the economic behavior of the business interests of customers to maximize the change of behavior, any system of innovation requires the concept of innovation to support the CRM system is only from the technology To scientifically and standardize customer relationship management, and to truly win the customer, the most important thing is to create a corporate culture suitable for CRM, therefore, the implementation of CRM first in the enterprise to create a “customer-centric” Corporate culture.