Study on Customer Relationship Management Based on Knowledge Management
Nowadays, customer relationship management(CRM) becomes more and more welcomed and fashionable, along with more and more scorching competition. In nature, CRM is the management theory and mode about customer knowledge. The level of customer knowledge management is very important to implementing effect of CRM. Therefore, in this paper, knowledge management (KM), as a new management theory and mode to cater for the requirement of knowledge-based economy, is imported to the study on CRM. The methods and measures in KM field applied to operate knowledge effectively are used for reference, and a new framework and model of CRM implementing based on KM is also analyzed and discussed deeply, including some technical detail. The study is hoped to improve and enhance enterprises CRM fulfilling ability.
Customer Relationship Management (CRM) Knowledge-based Economy Knowledge Management (KM)
Luo Jiaren
, School of Management, Tianjin University, Tianjin,P. R. China, 300072;Guangxi Electric Power Institute of Vocational Training, Nanning, P. R. China, 530007
国际会议
郑州
英文
2008-09-20（万方平台首次上网日期，不代表论文的发表时间）