客户关系管理正是在这样一个时代背景下应运而生的一个新兴的学科，本文真正想
探讨的正是在全球经济形势下，如何真正建立和发展客户关系管理这一新兴的部门。客
户关系管理系统真正能够给客户带来利益，在为公司创造价值的同时，实现公司管理模
式的转变。切实站在客户的角度，从卖方市场转变到买方市场，为建立科学、规范、现
代化的客户关系管理系统打下了牢固的基础。
从宏观和微观两个不同的角度和层面来对客户关系管理系统进行剖析，建立完备的
客户关系管理模型。使客户资源价值最大化，在拓展增量客户服务的同时，扩展市场占
有率。本论文将重点讲述莱斯贝斯公司广东市场客户关系管理如何发挥重要的作用。
最后，本文作为客户关系管理在莱斯贝斯公司的有效尝试的总结，为客户关系管理
模式的优化和管理提供了借鉴。同时，也为新的领域的应用方法作了有效的尝试，为客
户关系管理诊断发挥更大的作用奠定了基础。
关键词：客户关系 学科 诊断
Abstract
As the century went, China and the world showed the most significant development of two
major trends. The Web represents the information technology emerging and fierce
challenges of economic globalization.
Today Social division of labor is more and more specialized. The social relationship is
becoming more complicated than before. There is an urgent demand to emerge professional,
scientific departments to manage our specialized clients. Customer Relationship
Management is in such a backdrop of an emerging discipline came into being. This thesis
will explore how to really build and develop Customer Relationship Management of this
emerging sector.
Urge Customer Relationship Management System to further improve. It will lay a solid
foundation for scientific, standardized, modern CRM system.
This thesis will discuss the CRM system from the macro and micro --two different angles
and different levels. On one hand, a comprehensive CRM model is established via
diagnosing Nicespace Company’s CRM strategy. On the other hand, that Nicespace would
like to collect client resources is to maximize the value. For the benefit of the company,
Customer Relationship Management extends customer service to increase market share.
Relying on the marketing system and CRM system model, all levels of CRM diagnostic
channels is established. This thesis majors to discuss how to diagnose customer relationship
management and how to effectively play an important role.
In the end, as an effective attempt, a summary is given for the CRM. It provides a reference
for CRM model optimization and management. Meanwhile, it is an valid attempt for new
areas of application methods. Customer Relationship Management plays a more important
role in the diagnosis and lays a solid foundation.
Key words: Customer Relationship Management, Specialty, Diagnosis
==>>