公司实施客户服务关系管理系统的应用  

Application of Customer Relation Management System in Company

作　　者：田新禾 

机构地区：[1]太原市自来水公司,山西太原030009

出　　处：《科学之友（中）》2008年第6期81-82,共2页Friend of Science Amateurs

摘　　要：作为供水企业如何运用现代服务营销、客户关系管理的理念和方法,以IT技术(信息技术)为支持,结合企业实际,将建立现代呼叫中心作为导入客户关系管理的切入口,整合营销业务系统,通过开展客户满意度测评、公共关系及客户宣传等,管理客户期望,改进产品和服务质量,为企业提高客户满意度、降低成本及增强盈利能力起到积极的促进作用。In water supply enterprise, applying modem service marketing, customer relationship management philosophy and approach, supported by IT technology （IT）, combining with enterprises practice, marketing business system is integrated by establishment of a modern call centre as opening of customer relationship management. Through customer satisfaction survey, public relations and publicity, and other customers, customer expectations are managed and quality of products and service are improved to play a positive role in improving customer satisfaction, reducing costs and increasing profitability for enterprises.

关 键 词：供水企业 呼叫中心 客户关系管理CRM 

分 类 号：TP319[自动化与计算机技术—计算机软件与理论]