客戶關(guān)系管理（CRM）是一個(gè)多方面的過程,介導(dǎo)的信息技術(shù)標(biāo)準(zhǔn),是創(chuàng)造與客戶雙向交流的重點(diǎn),使企業(yè)有他們的需求非常熟悉,欲望和購買模式. In this way, CRM helps companies understand, as well as anticipate, the needs of current and potential customers.[1] Functions that support this business purpose include sales, marketing, customer service, training, professional development, performance management, human resource development, and compensation.通過這種方式,幫助企業(yè)了解客戶關(guān)系管理,以及預(yù)測,現(xiàn)有和潛在客戶的需求.[1]功能,支持這項(xiàng)業(yè)務(wù)的目的,包括銷售,市場營銷,客戶服務(wù),培訓(xùn),職業(yè)發(fā)展,績效管理,人力資源開發(fā),和補(bǔ)償. Many CRM initiatives have failed because implementation was limited to software installation without alignment to a customer-centric strategy.許多CRM倡議失敗,因?yàn)闆]有實(shí)施有限的路線以客戶為中心的策略軟件安裝