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全世界范围内的各个企业都在经历一场深刻的变革,它关系到企业在未来怎样与客户以及潜在客户进行交流和互动。自从Gartner Group在1999年杜撰了CRM(Customer Relationship Management,客户关系管理)一词以来,CRM作为网络技术和商业运作的成功结合而显示出了良好的发展前景和市场潜力。Gartner Group的抽样统计,通过CRM采用主动式客户服务的企业,其销售收入增加了15％～20％不等,这说明企业在采用CRM之后,将会获得明显的回报。而根据Dataquest的预测,到2003年,全世界CRM服务所创造的利润将增长48.4％,由此可见,CRM正日益成为IT制造商和服务商新的投资机会。
Companies across the world are undergoing a profound transformation that relates to how businesses interact and interact with their customers and potential customers in the future. Since the Gartner Group coined the term CRM (Customer Relationship Management) in 1999, CRM has shown great promise as a successful combination of network technology and business operations. According to the Gartner Group's sampling statistics, companies that adopt proactive customer service through CRM have seen their sales revenue increase by 15% to 20%. This shows that enterprises will obtain significant returns after adopting CRM. According to Dataquest's forecast, by 2003, the profit generated by CRM services in the world will increase by 48.4%. Thus, CRM is increasingly becoming a new investment opportunity for IT manufacturers and service providers.