网络营销.doc

网络营销&CRM复习大纲答案详解(客户关系管理部分)
actively carry out the law on civil air defense education, drawn out of the air defense in Pingliang city Building under easy fare, daily special inspection and regulation, overfulfilled the province upper and lower knots of up to 500,000 yuan fee collection tasks. 5, further standardize internal management, improve staff quality. Adhere to the
actively carry out the law on civil air defense education, drawn out of the air defense in Pingliang city Building under easy fare, daily special inspection and regulation, overfulfilled the province upper and lower knots of up to 500,000 yuan fee collection tasks. 5, further standardize internal management, improve staff quality. Adhere to the
actively carry out the law on civil air defense education, drawn out of the air defense in Pingliang city Building under easy fare, daily special inspection and regulation, overfulfilled the province upper and lower knots of up to 500,000 yuan fee collection tasks. 5, further standardize internal management, improve staff quality. Adhere to the
网络营销&CRM复习大纲答案详解
客户关系管理部分
第一章 客户关系关系的起源和发展
1、 客户关系管理的发展趋势p20
CRM理念：CRM向xRM转变；CRM向CMR(Customer Managed Relationship)转变。
CRM技术：CRM系统全面采用B/S技术；CRM系统全面集成各种信息交流技术；CRM系统将更多地采用数据仓库和数据挖掘技术。
CRM市场：中端CRM市场成为主战场；CRM行业解决方案将主导CRM市场；“分析型CRM”前景广阔；中国将成为CRM的市场
 
2、 4R理论 p7
第一，关联（Relevancy）,即认为企业与顾客是一个命运共同体。建立并发展与顾客之间的长期关系是企业经营的核心理念和最重要的内容。 
第二，反映（Respond），在相互影响的市场中，对经营者来说最现实的问题不在于如何控制、制定和实施计划，而在于如何站在顾客的角度及时地倾听和测性商业模式转移成为高度回应需求的商业模式。 
actively carry out the law on civil air defense education, drawn out of the air defense in Pingliang city Building under easy fare, daily special inspection and regulation, overfulfilled the province upper and lower knots of up to 500,000 yuan fee collection tasks. 5, further standardize internal management, improve staff quality. Adhere to the
actively carry out the law on civil air defense education, drawn out of the air defense in Pingliang city Building under easy fare,