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传统的客户关系管理系统记录的是客户与公司发生交易行为后的数据,以产品为主体,当互联网和移动互联网时代来临时,客户管理从历史交易资料的局限中跳脱出来,转向以人为本。在以人为主体的时代,客户管理的数据变得丰富而生动,不仅有交易记录,还有人的七情六欲,未被满足的需求、抱怨等非交易内容,甚至客户的行为思想、社交与价值观都被纳入考量的范畴。这对人的行为的采集提出了很高的要求。在网络
The traditional customer relationship management system records the customer after the transaction with the company after the data, the product as the main body, when the Internet and mobile Internet era, customer management from the limitations of the historical transaction data out of the shift to people-oriented. In the people-oriented era, customer-managed data becomes rich and vivid. There are not only transaction records, but also human beings ’emotions, unmet needs, complaints and other non-transactional content. Even the clients’ behavioral thoughts, social values and values Take into account the scope of. This collection of human behavior put forward high demands. Network