现代企业市场营销与客户关系管理

——••••„„/„“”„4P:CS:CustomerSatisfaction)CS123456525%~85%825………………CRMCRM(CustomerRelationshipManagement)profitabilitySFASalesForceAutomationMAMarketingAutomation)CRMSFA“”CS(CustomerService)CRMCRMCRMCRMCRMCRMCRMERPSCMCRMERPSCM“”——CRMCRM“”[e-mail]