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本帖最后由 jyo2005 于 2010/7/20 09:52 编辑
毕马威的CRM的白皮书，绝对好料.pdf
Customer Relationship Management (CRM), simply defined, is
the creation of shareholder value from customers. The success
of an organization still depends on competitive advantage.
The difference in today’s business environment is that
competitive advantage is no longer based on a company’s
products. Instead, competitive advantage is based on attracting
profitable customers through differentiated customer
experiences. Successful CRM initiatives aim to improve
shareholder earnings by attracting, retaining, and nurturing
the types of profitable customers that generate long-term
business value.
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