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1、QQ16320922摘要随着电子商务时代的来临，客户变得越来越重要，谁能掌握客户的需求趋势，加强与客户的联系，有效管理和发掘客户资源，谁就能取得市场竞争优势。客户关系管理成为企业制胜的关键。本文旨在对我国企业客户关系管理理论和实践进行探索性研究，针对我国企业客户关系管理现状，借鉴国外企业先进经验，结合市场竞争环境的变化，对我国企业，特别是国内商业银行，如何实施客户关系管理提出了一些建议。论文首先对客户关系管理兴起的原因和国内的发展现状进行了分析;然后对客户关系管理的基本理论进行论述:研究了客户关系管理与其他系统的集成问题，分析了客户关系管理与企业资源计划系统及供应链管理系统的整合。对客
2、户关系管理实施中的步骤、难点和实施的绩效评价进行具体分析。之后，论文分析了国内商业银行客户关系管理的现状和面对的挑战，对其客户关系管理的解决方案提出了一些建议。本文最后展望了客户关系管理的未来发展趋势。关键词：广东省，黄金公司，客户关系，管理系统，研究；AbstractWiththecomingofelectroniccommerce,customersbecomemoreandmoreimportant,whocangraspthecustomerdemand,strengthentieswithcustomers,effectivemanagementandexplorecusto
3、merresources,whowillbeabletogainthecompetitiveadvantageinthemarket.Customerrelationshipmanagementhasbecomethekeytobusinesssuccess.ThispaperaimstomakearesearchonthetheoryandpracticeofChineseenterprisecustomerrelationshipmanagement,inviewofthepresentsituationoftheenterprisecustomerrelationshipmana
4、gement,drawingonadvancedexperienceofforeignenterprises,combinedwiththechangeofthemarketcompetition,theenterprisesofourcountry,especiallyinthedomesticcommercialbanks,howtoimplementcustomerrelationshipmanagementandputsforwardsomesuggestions.Thispaperfirstanalysestherelationshipbetweenthemanagement
5、ofthereasonsfortheriseandthedevelopmentofthecustomer;andthendiscussesthebasictheoryofcustomerrelationshipmanagement:integrationofcustomerrelationshipmanagementandothersystems,analyzesthe6QQ16320922integrationofcustomerrelationshipmanagementandenterpriseresourceplanningsystemandsupplychainmanagem
6、entsystem.Performanceevaluationoftheimplementationofcustomerrelationshipmanagementsteps,difficultiesandtheimplementationofspecificanalysis.Then,thepaperanalyzesthecurrentsituationofdomesticcommercialbankingcustomerrelationshipmanagementandfacingthechallenges,somesuggestionsforthesolutiontothecus
7、tomerrelationshipmanagementisputforward.Thispaperfinallyprospectsthefuturedevelopmenttrendofcustomerrelationshipmanagement.Keywords:GuangdongProvince,goldcompany,customerrelationship,managementsystem,research;目录摘要1Abstract1目
