下载后可任意编辑摘要当今社会, 客户关系管理(Customer Relation Management, CRM)已经在多个行业进行广泛应用, 同时取得了很好的效果, 对企业销售成本的节约和与客户关系的改进与提高起到了重要的作用。本文就客户关系管理理论进行讨论, 并以广联达软件股份有限公司河南分公司为例进行具体的分析与总结。本文重点在于运用客户关系管理理论的相关理论知识, 在系统分析了广联达软件公司的行业特性、 产品特点及客户关系管理在销售过程中的应用。讨论成果对广联达软件公司客户关系管理具定的指导作用和有用价值。本文共分四章, 其中第一章为客户关系的讨论背景和讨论目的。第二章讲述了客户关系管理的理论基础。第三章对广联达软件公司进行了简单的介绍, 并讨论总结了其客户关系管理的现状。第四章对广联达公司客户关系管理存在的问题进行了分析, 并提出了修改意见。下载后可任意编辑下载后可任意编辑AbstractIn today's society, the Customer relationship Management (CRM), however in multiple industries have extensive application, and good results have been achieved, to the enterprise sales cost savings and improvement of the relationship with customers and improve played an important role. This paper studies the theory of customer relationship management, and with enterprise software Co., LTD of Henan branch for example to make specific analysis and summary. This paper mainly lies in the use of customer relationship management theory relevant theoretical knowledge, analyzed the system of enterprise software company profession characteristic, product characteristics and customer relations management in the application of the sales process. Researches on the enterprise customer relationship management of software companies have set guidance and practical value. This paper is divided into four chapters, of which the first chapter for customer relationship research background and research purposes. The second chapter tells the customer relationship management theoretical basis. ...
