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CRM的应用曾被宣称为可改变公司运营状况,并使客户购买更多的产品,但是CRM的成功率却表明事实并非如此,此项研究乃Gartener于2002年7月所做,但过去两年来仍没有太大的分别。有些人把责任推卸到软件供应商和咨询顾问身上。当初人们不就是预想通过软件和咨询顾问能迅速而明显地改变公司运营方式,使客户和雇员达到互动互利的双赢效果吗?人们当初也期望TQM、BRP、EPM和
The use of CRM has been claimed to change the company’s operating conditions and to allow customers to buy more products, but the success rate of CRM has shown that this is not the case, as Gartener did in July 2002 but over the past two years Still not much difference. Some people shift their responsibilities to software vendors and consultants. At the beginning, people did not expect that through the software and consultants can quickly and clearly change the company’s operating mode, so that customers and employees to achieve interactive and mutually beneficial win-win results? People also expected TQM, BRP, EPM and