| 基于知识管理的CRM体系架构 |
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| 引用本文： | 傅湘玲.基于知识管理的CRM体系架构[J].情报理论与实践,2003,26(4):330-331,335. |
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| 作者姓名： | 傅湘玲 |
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| 作者单位： | 北京大学信息管理系,北京,100871 |
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| 摘 要： | With the formulation of customer-centered competitive strategies in enterprise transformation process, cus-tomer relationship management (CRM) and knowledge management (KM) have become the focus of the enterprises‘ con-cem. This article attempts to guide the enterprise to using the idea, technology and method of KM in implementing CRM,and presents the system structure and main content of KM-based CRM.
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| 关 键 词： | 知识管理 CRM 体系结构 客户关系管理 企业 |
KM-based CRM System Structure |
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| FU Xiangling.KM-based CRM System Structure[J].Information Studies:Theory & Application,2003,26(4):330-331,335. |
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| Authors: | FU Xiangling |
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| Institution: | FU Xiangling |
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| Abstract: | With the formulation of customer centered competitive strategies in enterprise transformation process,customer relationship management(CRM) and knowledge management (KM) have become the focus of the enterprises'concern.This article attempts to guide the enterprise to using the idea,technology and method of KM in implementing CRM,and presents the system structure and main content of KM based CRM. |
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| Keywords: | enterprise knowledge management/CRM system configuration |
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