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• Doing more one-to-one marketing.
• Obtaining information that can be shared with the company’s business partners.
Market leaders
The top vendors of CRM software include Siebel, Vantive, and Clarify along with ERP vendors Baan Co. and Oracle Corp. These top five vendors contributed 40 percent of overall CRM revenue, with the market leaders growing a hardy 90 percent combined in 1998.
In the growing segment of CRM professional services, market leaders include Andersen Consulting, Cambridge Technology Partners, CSC, Deloitte Consulting, EDS/Centrobe, eLoyalty, Ernst & Young, IBM Global Services, KPMG, and PriceWaterhouseCoopers.
The future of CRM
AMR Research expects the CRM market to change dramatically, reaching $16.8 billion by the year 2003. The CRM segment is expected to witness 60% revenue growth this year, with compound annual growth of 49% by 2003. Companies are developing business plans with CRM strategies as the driving element, as customer service is a top priority.
B.原文的翻译
客户关系管理
什么是CRM？
客户关系管理是信息行业的术语，是通过一些方法、软件以及网络功能来帮助企业有组织地管理客户关系。例如，一个企业可能会建立一个有关于详细描述客户关系的数据库。所以，管理员，售货员，客服，或者客户可能直接获得信息，通过产品计划和提议提醒客户的服务需求，并且知道客户是否购买了其他产品。根据行业内的观点，CRM包括：论文网
帮助企业能够使其营销部门识别并确定他们最好的客户，确立明确的营销活动目标，并组建一支高质量的销售团队。