企业协同客户关系管理研究

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1、analyzedtheenterprise’sCRMsystemcombinedwithcollaborativeCRMsystem,usingcooperativemeasurementmethodthatweconstructedtomeasurewhichprovedincompliancewithpracticalproblemsofcorperates.Accordingtoresults,wecanfindthecompany’sadvantagesanddisadvantagesofcustomer’srelationshipmanagement，proposeimproveme

2、ntadvicesforit.What’smore,theresearchcanhelpcorporatestomanagecustomer’srelationshipbetterandenhancethecompetitiveness.KEYWORDS：CustomerRelationshipManagement,CollaborativeManagement,CorporateCulture,HumanResource目录1绪论..................................................................................

3、.....................................................11.1研究背景和意义....................................................................................................11.1.1研究背景.....................................................................................................11.1.2研究的目的和意义...........

4、..........................................................................21.2文献综述................................................................................................................31.3论文结构安排和创新点........................................................................................52相关

5、理论基础.......................................................................................................................72.1客户关系管理(CRM)理论....................................................................................72.1.1客户关系管理涵义..............................................................

6、.......................72.1.2客户关系管理与CRM应用系统..............................................................92.1.3客户关系管理与现代营销理论.................................................................92.1.4运营型CRM、分析型CRM和协作型CRM........................................102.2协同管理相关理论................................

7、..............................................................112.2.1协同的涵义...............................................................................................112.2.2协同机会识别..................