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CRM是一种以客户为中心的管理理念。本文通过对CRM主要特点、主要作用及在实施过程中应重视的问题的分析 ,提出了在CRM实施中的业务流程重组过程中如何进行决策权力的再分配及业绩评估系统和激励系统的重新设计。
CRM is a customer-centric management philosophy. This paper analyzes the main features of CRM, the main role and the problems that should be paid attention to in the process of implementation, and puts forward the redistribution of decision-making power and the redesign of performance evaluation system and incentive system in the process of business process reorganization in CRM implementation .