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Customer-Classified Management in CRM

ZHANG Lanxia, WU Guohua(School of Business Administration, Northeastern University, Shenyang 110004, China)  
?CRM is a rather new and important customer service and management strategy after ERP (Enterprise Resource Planning) and SCM (Supply Chain Management), which attracts most marketing theorists' attention. Customerclassified Management is a main method to realize CRM. Firstly, this paper defines what CRM is; secondly, it classifies customers from two angles of qualitative and quantitative classifications and provides relevant customer management strategy; finally, in order to help enterprises to succeed in customerclassified management and enlarge "gold customers" quantity, it also analyzes the steps and object of customerclassified management.
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