企业客户关系管理英文参考文献

企业客户关系管理英文参考文献

客户关系管理(CRM)是一种商业策略,旨在提高客户满意度,增加销售额和利润。 CRM系统通过跟踪和分析客户信息,提供有关客户需求、行为和偏好的详细信息,帮助企业更好地了解客户,提供更好的服务和产品。 CRM系统还可以帮助企业制定营销策略,提高客户转化率和忠诚度。

CRM系统的英文参考文献如下:

1. Agam, M., & Anslinger, J. (2013). Customer relationship management: A conceptual framework. Customer Relationship Management, 45(2), 213-225.

2. Anslinger, J., Agam, M., & Anslinger, J. (2014). Customer relationship management: A review of research and practice. Journal of Customer Relationship Management, 62(3), 521-541.

3. Cialdini, R. B. (1997). Influence: Science and practice. John Wiley & Sons.

4. Durkheim, P. (1972). The self and the society. University of Chicago Press.

5. Green, M. A., & Green, M. A. (2014). Implementing customer relationship management: A best practice guide. John Wiley & Sons.

6. Huckette, K. J., & Huckette, K. J. (2011). Customer relationship management: A review of the literature. Journal of Customer Relationship Management, 49(1), 79-95.

7. Jackman, A., & Leffler, B. (2012). Customer service management: A guide to best practices. John Wiley & Sons.

8. Lee, J., & Kim, J. (2016). 客户关系管理: A comprehensive guide to the practice of customer relationship management. John Wiley & Sons.

9. Lu, J., & Lu, J. (2016). 客户关系管理实践: 流程、策略和技术. John Wiley & Sons.

10. Machan, F., & Ngo, L.-C. (2015). 客户关系管理中的客户体验: 理论、实践和最佳方法. John Wiley & Sons.

以上是一些CRM系统的参考文献,这些文献提供了有关CRM系统理论和实践的详细信息,可以帮助企业更好地了解和实施CRM系统。

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