{"id":5207,"date":"2024-03-29T04:01:31","date_gmt":"2024-03-29T08:01:31","guid":{"rendered":"https:\/\/kingdomresourcesforchrist.com\/?post_type=article&#038;p=5207"},"modified":"2025-08-11T16:28:16","modified_gmt":"2025-08-11T20:28:16","slug":"customer-relationship-management","status":"publish","type":"article","link":"https:\/\/e-krc.org\/ch\/article\/customer-relationship-management\/","title":{"rendered":"\u987e\u5ba2\u5173\u7cfb\u7ba1\u7406"},"content":{"rendered":"<style>.wp-block-kadence-advancedheading.kt-adv-heading5207_2e59a8-50, .wp-block-kadence-advancedheading.kt-adv-heading5207_2e59a8-50[data-kb-block=\"kb-adv-heading5207_2e59a8-50\"]{font-style:normal;}.wp-block-kadence-advancedheading.kt-adv-heading5207_2e59a8-50 mark.kt-highlight, .wp-block-kadence-advancedheading.kt-adv-heading5207_2e59a8-50[data-kb-block=\"kb-adv-heading5207_2e59a8-50\"] mark.kt-highlight{font-style:normal;color:#f76a0c;-webkit-box-decoration-break:clone;box-decoration-break:clone;padding-top:0px;padding-right:0px;padding-bottom:0px;padding-left:0px;}.wp-block-kadence-advancedheading.kt-adv-heading5207_2e59a8-50 img.kb-inline-image, .wp-block-kadence-advancedheading.kt-adv-heading5207_2e59a8-50[data-kb-block=\"kb-adv-heading5207_2e59a8-50\"] img.kb-inline-image{width:150px;vertical-align:baseline;}<\/style>\n<h2 class=\"kt-adv-heading5207_2e59a8-50 wp-block-kadence-advancedheading\" data-kb-block=\"kb-adv-heading5207_2e59a8-50\">\u3010\u8077\u5834\u4eba\u969b\u95dc\u4fc2\u7cfb\u5217\u3011<\/h2>\n\n\n\n<figure class=\"wp-block-image\"><img decoding=\"async\" src=\"https:\/\/vkl.umo.mybluehost.me\/wp-content\/uploads\/2025\/08\/customer-relationship-management-1.jpg\" alt=\"\"\/><\/figure>\n\n\n\n<p>\u25b2\u5728\u9019\u6c11\u4e3b\u81ea\u7531\u7684\u4e16\u4ee3\uff0c\u9867\u5ba2\u7528\u9214\u7968\u7576\u9078\u7968\uff0c\u5546\u54c1\u7af6\u722d\u5982\u540c\u7af6\u9078\uff0c\u9867\u5ba2\u95dc\u4fc2\u7ba1\u7406\u65e9\u5df2\u6210\u70ba\u4f01\u696d\u7ba1\u7406\u5b78\u754c\u7684\u986f\u5b78\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u9867\u5ba2\u95dc\u4fc2\u7ba1\u7406\u4f55\u7b49\u91cd\u8981<\/h3>\n\n\n\n<p>\u4eca\u5929\u5404\u884c\u5404\u696d\u7684\u7af6\u722d\u5341\u5206\u6fc0\u70c8\uff0c\u7522\u54c1\u8d8a\u4f86\u8d8a\u591a\uff0c\u4e0d\u65b7\u63a8\u9673\u51fa\u65b0\uff0c\u4ee4\u4eba\u76ee\u4e0d\u6687\u7d66\u3002\u5927\u5927\u5c0f\u5c0f\u7684\u516c\u53f8\uff0c\u5404\u7a2e\u4e0d\u540c\u7684\u54c1\u724c\uff0c\u8b93\u4eba\u5728\u9078\u8cfc\u524d\u8cbb\u76e1\u5fc3\u601d\uff0c\u4f7f\u7528\u4e4b\u5f8c\u7684\u611f\u53d7\u548c\u8a55\u50f9\u5404\u6709\u4e0d\u540c\u3002\u5982\u4f55\u80fd\u5920\u5438\u5f15\u9867\u5ba2\u4e0a\u9580\u60e0\u9867\uff1f\u5982\u4f55\u8b93\u9867\u5ba2\u6eff\u610f\uff1f\u5982\u4f55\u8b93\u9867\u5ba2\u4e00\u4f86\u518d\u4f86\uff0c\u751a\u81f3\u6210\u70ba\u6b7b\u5fe0\u9867\u5ba2\uff1f\u5728\u9019\u6c11\u4e3b\u81ea\u7531\u7684\u4e16\u4ee3\uff0c\u9867\u5ba2\u7528\u9214\u7968\u7576\u9078\u7968\uff0c\u5546\u54c1\u7af6\u722d\u5982\u540c\u7af6\u9078\u3002\u5982\u4f55\u722d\u53d6\u52dd\u5229\uff1f\u5982\u4f55\u64f4\u5927\u6230\u679c\uff1f\u9019\u662f\u6240\u6709\u4f01\u696d\u548c\u6a5f\u69cb\u5f88\u91cd\u8981\u7684\u8ab2\u984c\uff0c\u4e5f\u662f\u7d93\u71df\u8005\u5922\u5bd0\u4ee5\u6c42\u7684\u7406\u60f3\u3002\u9867\u5ba2\u95dc\u4fc2\u7ba1\u7406\uff08Customer Relationship Management\uff09\u65e9\u5df2\u6210\u70ba\u4f01\u696d\u7ba1\u7406\u7684\u986f\u5b78\uff0c\u4e5f\u662f\u5404\u884c\u5404\u696d\u71b1\u70c8\u8a0e\u8ad6\u7684\u8b70\u984c\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u9867\u5ba2\u662f\u4f01\u696d\u7684\u8863\u98df\u7236\u6bcd<\/h3>\n\n\n\n<p>\u300c\u6c92\u6709\u9867\u5ba2\uff0c\u5c31\u6c92\u6709\u751f\u610f\uff08\u4f01\u696d\uff09\u300d\uff08No customers, no business\uff09\uff0c\u9867\u5ba2\u662f\u6bcf\u4e00\u500b\u4f01\u696d\u7684\u8863\u98df\u7236\u6bcd\u3002\u4e0d\u8ad6\u7522\u54c1\u591a\u597d\uff0c\u670d\u52d9\u591a\u9ebc\u5468\u5230\uff0c\u82e5\u7121\u6cd5\u5438\u5f15\u9867\u5ba2\u9752\u775e\u8207\u60e0\u9867\uff0c\u6216\u662f\u552e\u5f8c\u6c92\u6709\u8b93\u9867\u5ba2\u6eff\u610f\uff0c\u6240\u505a\u7684\u90fd\u662f\u5f92\u52de\u7121\u529f\u3002\u4ee5\u524d\u6709\u4eba\u7814\u7a76\u7684\u7d50\u8ad6\u662f\uff1a\u4e00\u500b\u6eff\u610f\u7684\u9867\u5ba2\uff0c\u6703\u544a\u8a34\u4e09\u500b\u670b\u53cb\uff1b\u4f46\u4e00\u500b\u4e0d\u6eff\u610f\u7684\u9867\u5ba2\uff0c\u6703\u8f49\u544a\u4e03\u500b\u89aa\u53cb\u3002\u4eca\u5929\u7684\u7db2\u8def\u767c\u9054\uff0c\u793e\u4ea4\u5a92\u9ad4\u666e\u53ca\uff0c\u4e00\u50b3\u5341\uff0c\u5341\u50b3\u767e\u3002\u6240\u8b02\u300c\u597d\u4e8b\u4e0d\u51fa\u9580\uff0c\u58de\u4e8b\u50b3\u5343\u91cc\u300d\uff0c\u9020\u6210\u8a31\u591a\u4eba\u5148\u5165\u70ba\u4e3b\u7684\u6210\u898b\uff0c\u5c0d\u4f01\u696d\u5f62\u8c61\u7684\u50b7\u5bb3\u6975\u5927\u3002\u81fa\u7063\u904e\u53bb\u5e7e\u5e74\uff0c\u98df\u54c1\u5b89\u5168\u554f\u984c\u4f7f\u5e7e\u5bb6\u8457\u540d\u7684\u54c1\u724c\u548c\u4f01\u696d\u4e00\u5915\u4e4b\u9593\u8eab\u6557\u540d\u88c2\u3002\u8056\u7d93\u8aaa\uff1a\u300c\u7f8e\u540d\u52dd\u904e\u5927\u8ca1\uff0c\u6069\u5bf5\u5f37\u5982\u91d1\u9280\u3002\u300d\uff08\u7bb4\u8a0022:1\uff09\u771f\u662f\u91d1\u7389\u826f\u8a00\uff0c\u4e0d\u53ef\u4e0d\u614e\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u9867\u5ba2\u81f3\u4e0a\uff0c\u4ee5\u5ba2\u70ba\u5c0a<\/h3>\n\n\n\n<p>\u300c\u9867\u5ba2\u6c38\u9060\u662f\u5c0d\u7684\u300d\uff08The customer is always right\uff09\uff0c\u9019\u53e5\u8a71\u662f\u771f\u7406\u55ce\uff1f\u5c24\u5176\u9047\u5230\u5341\u5206\u96e3\u7e8f\u53c8\u4e0d\u8b1b\u7406\u7684\u5ba2\u4eba\uff0c\u4e0d\u514d\u8cea\u7591\u9019\u53e5\u8a71\u7684\u771f\u5be6\u6027\u3002\u64da\u8aaa\u7f8e\u570b\u7684Marshall Field\uff081834-1906\uff09\u6240\u5275\u8fa6\u7684\u767e\u8ca8\u516c\u53f8\uff08\u73fe\u6885\u897fMacy\u767e\u8ca8\u524d\u8eab\uff09\u57281905\u5e74\u958b\u59cb\u4f7f\u7528\u9019\u4e00\u7528\u8a9e\u3002\u7f8e\u570b\u51fa\u751f\u3001\u5728Field\u767e\u8ca8\u516c\u53f8\u505a\u4e8b\u591a\u5e74\u7684Harry Gordon Selfridge\uff081858-1947\uff09\u65bc1909\u5e74\u5728\u82f1\u570b\u502b\u6566\u5275\u8fa6\u767e\u8ca8\u516c\u53f8\u6642\uff0c\u4e5f\u4ee5\u4e4b\u70ba\u53e3\u865f\u3002\u9019\u53e5\u8a71\u6210\u4e86\u767e\u5e74\u4f86\u8a31\u591a\u96f6\u552e\u696d\u8005\u548c\u670d\u52d9\u696d\u8005\u7684\u91d1\u79d1\u7389\u5f8b\u3002<\/p>\n\n\n\n<p>\u6211\u60f3\u5230\u4e2d\u570b\u7684\u53e4\u8a13\uff1a\u300c\u5929\u4e0b\u7121\u4e0d\u662f\u7684\u7236\u6bcd\u300d\uff0c\u5b83\u662f\u6c38\u9060\u6b63\u78ba\u55ce\uff1f\u81ea\u5df1\u7576\u4e86\u7236\u89aa\u4e4b\u5f8c\u5e38\u5e38\u72af\u932f\uff0c\u4e0d\u898b\u5f97\u7236\u6bcd\u5c31\u6c38\u9060\u662f\u5c0d\u7684\u3002\u9019\u53e5\u8a71\u53ea\u4e0d\u904e\u662f\u52c9\u52f5\u70ba\u4eba\u5b50\u5973\u8981\u5c0a\u656c\u7236\u6bcd\u3002\u7121\u8ad6\u5982\u4f55\uff0c\u4ed6\u5011\u6c38\u9060\u662f\u7236\u6bcd\uff1b\u5373\u4f7f\u932f\u4e86\uff0c\u5b50\u5973\u4e5f\u8981\u4ee5\u6eab\u67d4\u5a49\u7d04\u7684\u8a00\u8a9e\u548c\u5c0a\u656c\u8b19\u905c\u7684\u614b\u5ea6\u53bb\u61c9\u5c0d\uff0c\u4e0d\u53ef\u75be\u8a00\u53b2\u8272\uff0c\u4e0d\u53ef\u6559\u8a13\u8aaa\u6559\u3002\u5b54\u5b50\u8aaa\uff1a\u300c\u4e8b\u7236\u6bcd\uff0c\u5e7e\u8aeb\u300d\uff08\u7236\u6bcd\u82e5\u6709\u904e\u5931\uff0c\u8981\u59d4\u5a49\u52f8\u8aaa\uff09\uff0c\u53c8\u8aaa\u300c\u8272\u96e3\u300d\u3002\u540c\u7406\uff0c\u9867\u5ba2\u4e0d\u53ef\u80fd\u6c38\u9060\u662f\u5c0d\u7684\uff0c\u4f46\u662f\u4ed6\u5011\u662f\u4f60\u7684\u9867\u5ba2\uff08The customers are not always right, but they are customers.\uff09\uff1b\u548c\u9867\u5ba2\u722d\u8ad6\uff0c\u82e5\u662f\u5f97\u7f6a\u4e86\u4ed6\uff0f\u5979\uff0c\u5373\u4f7f\u8d0f\u5f97\u8faf\u8ad6\uff0c\u537b\u5931\u53bb\u4e86\u9867\u5ba2\uff0c\u5931\u53bb\u4e86\u751f\u610f\uff0c\u9019\u6709\u751a\u9ebc\u76ca\u8655\u5462\uff1f<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u9867\u5ba2\u95dc\u4fc2\u7684\u8ff7\u601d<\/h3>\n\n\n\n<p>\u4e0d\u904e\uff0c\u5982\u679c\u4e00\u500b\u516c\u53f8\u5b9a\u4f4d\u4e0d\u6e05\uff0c\u653f\u7b56\u4e0d\u660e\uff0c\u60f3\u8981\u4f86\u8005\u4e0d\u62d2\uff0c\u5927\u5c0f\u901a\u5403\uff0c\u5247\u53ef\u80fd\u6703\u9020\u6210\u4e0d\u540c\u9867\u5ba2\u7684\u9700\u6c42\u96e3\u4ee5\u540c\u6642\u7372\u5f97\u6eff\u8db3\uff0c\u4ee5\u81f4\u5169\u6557\u4ff1\u50b7\uff1b\u4e0d\u50c5\u54e1\u5de5\u75b2\u65bc\u61c9\u5c0d\uff0c\u7121\u6240\u9069\u5f9e\uff0c\u4e5f\u6703\u9020\u6210\u9867\u5ba2\u548c\u54e1\u5de5\u90fd\u62b1\u6028\u9023\u9023\uff0c\u76f8\u7e7c\u96e2\u53bb\u3002\u56e0\u6b64\uff0c\u5e02\u5834\u5b9a\u4f4d\uff08positioning\uff09\u5341\u5206\u91cd\u8981\uff0c\u8981\u7522\u54c1\u5dee\u7570\u5316\u548c\u5ba2\u6236\u5340\u9694\u5316\uff08Product Differentiation and Market Segmentation\uff09\uff0c\u9019\u662f\u884c\u92b7\u4e2d\u5f88\u91cd\u8981\u7684\u95dc\u9375\u6c7a\u7b56\u3002\u516c\u53f8\u4e0d\u53ef\u80fd\u505a\u5230\u4e8b\u4e8b\u517c\u9867\u3001\u4eba\u4eba\u6eff\u610f\uff0c\u6700\u597d\u96c6\u4e2d\u529b\u91cf\u767c\u5c55\u7279\u5b9a\u7522\u54c1\uff0c\u670d\u52d9\u7279\u5b9a\u9867\u5ba2\u7fa4\u9ad4\u3002\u8a31\u591a\u4f01\u696d\u56e0\u6b64\u63a1\u7528\u4e0d\u540c\u54c1\u724c\uff0c\u4e0d\u540c\u7522\u54c1\u7dda\uff0c\u4e0d\u540c\u670d\u52d9\u9805\u76ee\uff0c\u53bb\u722d\u53d6\u4e0d\u540c\u7684\u9867\u5ba2\u7fa4\u9ad4\u3002\u4f8b\u5982Marriot Hotel Group\u6709Marriot, Courtyard, Fairfield, Residence \u7b49\u7b49\u4e0d\u540c\u54c1\u724c\u3001\u4e0d\u540c\u8a2d\u8a08\u3001\u4e0d\u540c\u50f9\u4f4d\u7684\u65c5\u9928\uff0c\u53bb\u6eff\u8db3\u4e0d\u540c\u9700\u6c42\u7684\u9867\u5ba2\u3002<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">\u59d1\u606f\u990a\u5978\u6703\u9020\u6210\u56b4\u91cd\u5f8c\u679c<\/h3>\n\n\n\n<p>\u6211\u5011\u6bcf\u4e00\u500b\u4eba\u4e5f\u90fd\u662f\u9867\u5ba2\uff0c\u4e0d\u53ef\u80fd\u6c38\u9060\u662f\u5c0d\u7684\uff0c\u4e5f\u53ef\u80fd\u898b\u904e\u4e0d\u53ef\u7406\u55bb\u7684\u60e1\u5ba2\u3002\u6709\u4e9b\u4eba\u559c\u6b61\u62b1\u6028\uff0c\u4ee5\u70ba\u611b\u54ed\u7684\u5b69\u5b50\u6709\u7cd6\u5403\uff0c\u5e0c\u671b\u5f97\u5bf8\u9032\u5c3a\uff0c\u9042\u5176\u6240\u9858\uff1b\u6709\u4e9b\u4eba\u559c\u6b61\u8caa\u5c0f\u4fbf\u5b9c\uff0c\u751a\u81f3\u6295\u6a5f\u53d6\u5de7\uff0c\u9806\u624b\u727d\u7f8a\u3002\u5982\u679c\u516c\u53f8\u8996\u82e5\u7121\u7779\uff0c\u4e00\u5473\u5730\u9006\u4f86\u9806\u53d7\uff0c\u9019\u4e9b\u5bb3\u7fa4\u4e4b\u99ac\u53ef\u80fd\u9020\u6210\u597d\u9867\u5ba2\u7684\u4e0d\u6eff\u548c\u597d\u54e1\u5de5\u7684\u4e0d\u5feb\uff0c\u4ee5\u81f3\u52a3\u5e63\u9a45\u9010\u826f\u5e63\uff0c\u5982\u6b64\u59d1\u606f\u990a\u5978\uff0c\u53cd\u800c\u9020\u6210\u50f9\u503c\u6df7\u6dc6\u3001\u7d00\u5f8b\u8569\u7136\u7121\u5b58\u7684\u56b4\u91cd\u5f8c\u679c\u3002<\/p>\n\n\n\n<p>\u9867\u5ba2\u6c38\u9060\u90fd\u662f\u5c0d\u7684\u55ce\uff1fAlexander Kjerulf \u63d0\u51fa\u4e94\u500b\u7406\u7531\u52a0\u4ee5\u8cea\u7591\uff08TOP 5 Reasons Why\u201cThe Customer Is Always Right \u201dIs Wrong\uff09\uff1a<\/p>\n\n\n\n<p><strong>1\u3001\u58de\u9867\u5ba2\u8b93\u54e1\u5de5\u4e0d\u6109\u5feb\uff08It makes employees unhappy\uff09\u3002<br>2\u3001\u8b93\u58de\u9867\u5ba2\u5f97\u5230\u4e0d\u7576\u5f97\u7684\u597d\u8655\uff08It gives abrasive customers an unfair advantage\uff09\u3002<br>3\u3001\u6709\u4e9b\u9867\u5ba2\u5c0d\u4f60\u7684\u4f01\u696d\u6709\u5bb3\uff08Some Customers are bad for business\uff09\u3002<br>4\u3001\u9019\u6703\u4f7f\u9867\u5ba2\u670d\u52d9\u7684\u54c1\u8cea\u8b8a\u5f97\u66f4\u7cdf\uff08It results in worse customer service\uff09\u3002<br>5\u3001\u6709\u4e9b\u9867\u5ba2\u5c31\u662f\u5b58\u5fc3\u800d\u8a50\uff08Some customers are just plain wrong\uff09\u3002<\/strong><\/p>\n\n\n\n<p>\u7f8e\u570b\u897f\u5357\u822a\u7a7a\u516c\u53f8\uff08Southwest 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