提升中国现代企业核心竞争力——建立客户关系管理研究  

To Improve the Core Competitiveness of Chinese Modern Enterprises——Research on Establishing Customer Relationship Management

作　　者：刘富成[1] 孟宪章 

机构地区：[1]长春大学管理学院,长春130022

出　　处：《白城师范学院学报》2017年第12期36-40,共5页Journal of Baicheng Normal University

摘　　要：随着全球化经济水平迅速的发展,世界上绝大部分国家的经济都在以不同的速度逐渐递增.其增长幅度尤以发展中国家最大.中国,则是其中表现最为明显的国家之一.在此背景下,许多西方国家的产品和管理理念进一步冲击着国内市场,竞争激烈程度与日俱增.在生产技术和商品的差距越来越小的情况下,迫使更多的国内企业统统把聚焦点从原来的产品转移到消费者身上.现在,更多的顾客在重视产品本身和售价的同时越来越在乎心理上的满意度.因此,更多企业的商业战略的重点也从短期的交易转变到了长期的利益,通过客户关系管理(CRM)的应用提高客户满意度,在培养企业的忠实客户的同时吸引新客户以此带来的长期利益成为越来越多企业所关注的焦点.本文将通过客户关系管理、企业核心竞争力的核心内容、中国企业建立客户关系管理的关键因素等几个问题开展论述.With the development of economic globalization,most countries in the world’s economic growth rate is different concern with its biggest growth especially in developing countries.China is one of the most obvious performance in this background,many western products and management concept further impact on the domestic market,as well as the fierce competition increased in enterprise technology and product under the condition of the gap is more and more small,forcing more and more Chinese enterprises have the attention from the past products to customers.Today,more and more consumers pay attention to the quality and price of products and care more about psychological satisfaction.Therefore,the focus of many business strategies is no longer short-term trading but long-term benefits.Improve customer satisfaction through customer relationship management（CRM）applications,the long-term benefit of attracting new customers while cultivating the loyal customers of the enterprise has become the focus of more and more enterprises.This article discusses customer relationship management（CRM）,enterprise core competitiveness,core content of CRM,the key factors of establishing customer relationship management in Chinese enterprises in several aspects.

关 键 词：企业 核心竞争力 客户关系 竞争力 提升 

分 类 号：F274[经济管理—企业管理]