摘要
在对客户关系管理(CRM)文献与实际调研的基础上,设计出CRM成熟应用的评价体系与模型,并运用AMOS统计分析方法,对"战略与组织"、"流程"、"人员"、"技术"、"客户"与"绩效"之间的关系进行了结构方程建模分析,建立了CRM成熟应用的结构方程模型。
Based on the CRM theory study, this paper suggests the key factors which affect mature CRM application. Moreover, by using AMOS statistics analysis, it analyzes the relationship between the key factors, and establishes Structural Equation Models between factors which affect mature CRM application.
出处
《管理工程学报》
CSSCI
2007年第4期31-34,38,共5页
Journal of Industrial Engineering and Engineering Management
关键词
客户关系管理
绩效
流程
结构方程建模
Customer Relationship Management
performance
process
Structural Equation Modeling
