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顾客关系管理理论研究新进展及其对我国企业营销实践的启示 被引量：6

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摘要 顾客关系管理(customer relationship management,CRM)实践在过去几年内得到了飞速发展,理论界也给予了广泛关注。本文从CRM的理论基础及其内涵、CRM绩效评价的指标体系、CRM策略的实施效果、CRM影响企业绩效的内在机理四个方面对过去几年来CRM理论研究的最新进展进行了系统回顾,并指出了目前该领域研究存在的主要不足及对我国企业CRM实践的启示。
作者 徐细雄
机构地区 重庆大学经济与工商管理学院
出处 《外国经济与管理》 CSSCI 北大核心 2009年第1期43-49,共7页 Foreign Economics & Management
关键词 顾客关系管理 关系营销 关系信息进程
分类号 F270 [经济管理—企业管理]
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参考文献17

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二级参考文献52

  • 1王永贵,董大海.客户关系管理的研究现状、不足和未来展望[J].中国流通经济,2004,18(6):52-56. 被引量：52
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共引文献99

同被引文献36

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二级引证文献5

外国经济与管理
2009年 第1期

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