| 为企业带来竞争优势的客户关系管理（CRM） |
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| 作者姓名： | Ander J |
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| 作者单位： | 朗讯科技客户关系解决方案 副总裁 |
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| 摘 要： | 经济全球化和电子商务的发展，使得以往代表企业竞争优势的企业规模、固定资本、渠道等方面冰再是企业处于领先地位的决定因素，而优良而强大的客户关系管理则成了企业领先他人的一个重要手段。
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| 关 键 词： | 客户关系管理 计算机 企业管理 |
CRM Brings Competitive Edge to Enterprises |
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| Ander,J.CRM Brings Competitive Edge to Enterprises[J].World Telecommunications,2000,13(6):23-26. |
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| Authors: | Janice Anderson Vice President CRS Lucent Technologies |
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| Abstract: | Due to the development of economic globalization and e-commerce, enterprise scale, fixed capital, sales channels and other aspects which represented the corporate competitive edge in the past are no longer the decisive factors for enterprises to stay in the leading position, whereas sound and powerful customer relationship management has become an important means of differentiation for enterprises. |
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| Keywords: | Customer CRM CTI |
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