中小会计师事务所客户关系管理体系构建初探

发布时间：2018-06-30 04:17

本文选题：中小会计师事务所 + 客户关系管理　；参考：《中国注册会计师》2010年11期

【摘要】：客户关系管理作为一种企业管理理论最早起源于20世纪90年代的美国,其前身是80年代的"接触管理"(Contact Management),即专门收集整理客户的所有信息。随着客户关系管理(CRM)理念的深入,国内传统的财务软件厂商早在2001年就推出了CRM客户关系管理软件。尽管在IT技术方面还有待进一步和会计师事务所磨合,然而客户关系管理不论是其理念还是其应用技术都已经引入会计师事务所管理实践中。本文结合实际分析了客户关系管理对中小事务所的重要性,阐述了中小事务所客户关系管理体系应包含的要素,最后根据中小所业务特点,从服务前、服务中和服务后三方面设计了中小事务所客户关系管理体系。
[Abstract]:As a kind of enterprise management theory, customer relationship management (CRM) originated in the United States in the 1990s, and its predecessor was "contact Management" in 1980s, that is, collecting all the information of customers. With the deepening of the concept of customer relationship management (CRM), domestic traditional financial software manufacturers introduced CRM software as early as 2001. Although the IT technology still needs to be further run in with the accounting firm, customer relationship management (CRM) has been introduced into the practice of accounting firm management both in its concept and its application technology. This paper analyzes the importance of customer relationship management to small and medium-sized firms, expounds the elements that should be included in the system of customer relationship management of small and medium-sized firms, and finally, according to the business characteristics of small and medium-sized firms, from before service, The customer relationship management system of small and medium-sized firms is designed in service center and after service.
【作者单位】：北京航空航天大学;
【分类号】：F274

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