煤炭管理信息系统建设——智能化客户关系

发布时间：2018-01-15 13:10

本文关键词：煤炭管理信息系统建设——智能化客户关系　出处：《煤》2015年10期 　论文类型：期刊论文

【摘要】：随着中国加入WTO,外资企业进入中国,全球经济一体化和市场化趋势越发明晰,这使国内煤炭行业感受到了前所未有的竞争压力。在这样的竞争环境中,客户资源,尤其是国内中高端客户日益成为各煤炭企业所竞相争夺的稀缺资源,谁能赢得更多的优质客户份额,谁就能赢得未来市场竞争的主动权。为此,"以客户为中心"的煤炭行业信息化建设,首屈一指的是近年来被国内各大中型煤炭企业所广泛关注的客户关系管理系统。
[Abstract]:With China's entry into WTO, the trend of global economic integration and marketization becomes more and more clear, which makes the domestic coal industry feel unprecedented competitive pressure. In such a competitive environment. Customer resources, especially domestic high-end customers increasingly become the scarce resources competing for each coal enterprise, who can win more high-quality customer share, who can win the initiative of future market competition. The "customer-centered" information construction of the coal industry is a customer relationship management system which has been widely concerned by domestic large and medium-sized coal enterprises in recent years.
【作者单位】：中国矿业大学(北京)管理学院;
【分类号】：F426.21;F270.7
【正文快照】： 1客户关系管理概述客户关系管理(Customer Relationship Manage-ment,CRM)这一概念最早源自西方市场营销理论,由国际独立的咨询机构Gartner Group于1993年前后正式提出。Gartner Group在接触管理、关系营销、客户关怀等市场营销概念的基础上,将客户关系管理定义为企业的一项商

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