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《Economy and Management》 2005-03
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Analyses of the Implement Decision of the Customer Relation Management

XU Biao ,ZHANG Xun (Business School, Nanjing University, Nanjing, 210093, China; School of Engineering Management, Nanjing University, Nanjing, 210093, China)  
With the development of the marketing economy, enterprises have experienced various competitions, so CRM (customer relation management) has a great significance to rise competitiveness of enterprises. Many enterprises have spent a large amount of money to implement CRM systems, but few of them could implement it successfully. More and more enterprises failed after implementing CRM. The most important reason is the wrong decision to implement CRM. On the basis of consulting existed research results extensively and studying various failed cases of domestic and international enterprises, analyzed the reasons, the authors summarize some factors affecting CRM and the process of CRM decision - making and hope enterprises can draw lessons from them.
【CateGory Index】: F274
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Chinese Journal Full-text Database 1 Hits
1 ZHANG Hanzhen (1 Institute of humane economy,Hefei University of Technology,Hefei Anhui 230009;2 South Sea Institute,South China Normal University,Guangzhou Guangdong 510650);The Defect Customer Relationship Management In China and Its Remedial Measure[J];Journal of Suzhou College;2007-01
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2 The Study Group, Jiangsu Branch, ICBC;Method of Innovating Marketing Model and Management of ICBC via Data Base[J];Finance Forum;2005-03
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1 XU Wei-qing (College of Management, Zhejiang University, Hangzhou, 310028);Modern Enterprises' Customer Concept Customer Satisfaction and Customer Equity[J];Commercial Research;2003-06
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【Secondary References】
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1 DIAO Shi-bao LU Hui-min(College of Civil Engineering,Southeast University,Nanjing Jiangsu 210096 China);Application of CRM in the Construction Enterprises[J];Jiangsu Construction;2008-06
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