M汽车4S店基于客户生命周期的CRM体系研究(硕士论文).pdf

目录
摘要.............................................................................................................................I
SUMMARY...................................................................................................................II
第 1 章引言................................................................................................................1
. 论文选题背景..................................................................................................1
. 研究目的及意义..............................................................................................2
. 研究思路及框架..............................................................................................3
. 论文研究方法..................................................................................................4
. 论文主要创新点..............................................................................................5
第 2 章客户关系管理的理论综述..............................................................................6
. 客户关系管理概念..........................................................................................6
客户关系管理内涵...................................................................................6
客户关系管理功能...................................................................................7
. 客户生命周期理论..........................................................................................8
客户生命周期概念...................................................................................9
客户生命周期测算................................................................................. 11
. 客户细分理论................................................................................................12
. 客户细分概念及功能.............................................................................12
. 客户细分方法及原则.............................................................................14
. CRM 的软件系统........................