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客户关系管理,对于每一个公司的盈利能力及其长期的成功都显得尤为的重要,客户关系管理的目标就是要同客户建立长期的关系,创造出不断增加的忠诚客户和更广阔的盈利空间。零售行业商品繁多、客户数量大、客户群零散特性决定了零售行业的客户关系管理有一定的难度。进入电子商务和移动商务时代,客户关系管理在零售行业有了新的应用和特征。
Customer relationship management is particularly important for the profitability of each company and its long-term success. The goal of customer relationship management is to establish long-term relationships with customers and create ever-increasing loyal customers and broader profit margins. Retail industry, a wide range of products, large number of customers, fragmented customer base determines the retail industry, customer relationship management, a certain degree of difficulty. Enter the era of e-commerce and mobile commerce, customer relationship management has a new application and characteristics in the retail industry.