The Customer Relationship Management based on Managerial Cybernetics

摘要：

Customer Relationship Management (CRM) is known as a management control activity.Keeping on CRM control, it can finally achieve the CRM target expected, and be benefit to adjust the enterprise management. Therefore, it is significant to study CRM from the perspective managerial cybernetics. In the aspect of enterprise and customer,this paper discusses the way to control and harmonize the CRM system in the respect of dynamic hierarchical control systems, and then proposes its corresponding approach and model. Based on CRM strategy, the model progresses the hierarchical coordinated control, carries out the key points responsibilities. The dynamic fuzzy evaluation can achieve win-win target by using a two-way managerial cybernetics strategy.

关键词： Customer Relationship Management Dynamic Hierarchical Control Coordinate Control.

作者: Jin Wang Bingyong Tang

作者单位: School of Glorious Sun Business and Management Donghua University, Shanghai, P.R.China

会议类型: 国际会议

会议名称: 2007 Conference on Systems Science, Management Science and System Dynamics(第二届系统科学、管理科学与系统动力学国际会议)

会议地点: 上海

会议语种:英文

页码: 2075-2080

在线出版日期: 2007-10-19（万方平台首次上网日期，不代表论文的发表时间）