PAGE-25-汽车产品售后服务工作优化设计总计:毕业论文指导教师：李虹评阅人：完成日期：摘要客户是企业的生存之本，客户关系管理可以提高企业的知名度，促使企业的各种生产经营活动顺利发展，提高企业的经济效益和社会效益。因此，良好的客户关系至关重要.本文首先阐述了客户关系管理（CustomerRelationshipManagement,简称CRM）的概念和CRM的发展史。在此基础上，说明CRM在企业中的杠杆作用和相关的功能模块；然后，本文详细介绍建立一个客户关系管理系统（也就是CRM管理系统）的具体步骤，及其应用后的结果。最后，本文总结了客户关系管理暂时存在的不足以及今后的发展趋势。ABSRCTThecustomeristheenterprisesurvival,thecustomerrelationshipmanagementcanstrengthenenterpriseandsocialcontacts,improvecustomersatisfactionandloyalty,shapingagoodcorporateimage,improveenterprise'spopularityandreputation,enhancethecohesiveaffinityoftheenterpriseandthecentripetalforce,promotetheenterpriseoftheproductionandbusinessoperationactivitiesofthesmoothdevelopment,enhancestheenterprisetheeconomicbenefitandsocialbenefit.ThisshowsagoodCustomerrelationsareveryimportant,andthepaperfirstexpoundstherequestofCustomerRelationshipManagement(CRMManagement,thatastheconceptofthehistoryofCRM,;ByunderstandingthedevelopmentonthebasisoftheintroducedinthispapertocontinuetheCRMenterprisethefunctionbringstotheenterpriseeffect;ThenthispaperhaveintroducedtheCRMrelatedfunctionmodule;Thenthispaperintroducedhowtocontinuetobuildupacustomerrelationshipmanagement(CRMsystemismanagementsystem),howtoplayitsrole;Atlastthispapersummarizestheexistingcustomerrelationshipmanagementtemporaryandthedeficiencyofthedevelopmenttendencyinthefuture,soreaderscanmorespecificcustomerrelationshipmanagementworkduties,andintheenterpriseofimportance.Asaforward-lookingservicepeople,shouldseethefutureofthepotentialofCRMmarket.Heisadevelopmenttrend,isalsoagoodenterpriseoftheresultofitneed,sothroughthispaperexpoundsthehopecanplaytotheroleofreference.目录摘要-------------------------------------------------------------------------------------------2第一章绪论-------------------------------------------------------------------------------51.1客户关系管理概念-----------------------------------------------------------51.2CRM的发展史--------------------------------------5第二章客户关系管理对企业