会计师事务所客户关系管理策略探究

发布时间：2018-03-29 20:45

本文选题：会计师事务所　切入点：客户关系管理模型　出处：《财会通讯》2010年19期

【摘要】：正客户关系管理(简称CRM)是一项兴于西方企业的商业策略,它以客户关系及其关系价值作为研究对象,以求在企业成本压缩空间越来越小,而市场竞争又愈演愈烈的环境中,能为企业找到一条维持其竞争优势的创新之路,是一种创新的管理理念。具体来说,CRM是一个通过详细管理企业与客户之间的关系来实现客户价值最大化的方法,旨在改善企业与客户之间的关系,并实施于企业内部直接与客户接触的环节(如市场、销售、技术支持等部门)中,通过优化企业组织体系和业务流程,提高客户的满意度和忠诚度,提高企业效率和利润水平的工作实践。
[Abstract]:Positive customer relationship Management (CRM) is a business strategy that is originated from western enterprises. It takes customer relationship and its relationship value as the research object, in order to reduce the cost of the enterprise, and the market competition is becoming more and more fierce. It is an innovative management idea to find an innovative way for enterprises to maintain their competitive advantage. Specifically, CRM is a method to maximize customer value by managing the relationship between enterprises and customers in detail. Aims to improve the relationship between enterprises and customers, and to implement in the internal direct contact with customers (such as marketing, sales, technical support and other departments), through the optimization of enterprise organizational systems and business processes, Improve customer satisfaction and loyalty, improve corporate efficiency and profit level of work practices.
【作者单位】：武汉理工大学;
【分类号】：F274

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