【摘要】 本文回顾了服务与产品差异的相关研究,对服务分类研究进行了全面综述,分析了客户关系生命周期六个阶段的服务需求特征,提出了基于客户关系生命周期的客户服务分类,并进行了描述和分析,以期指导企业的CRM和客户服务运作。更多还原

【Abstract】 The paper reviews the study on the difference between goods and services, summarizes in detail the study on the classification of services, analyzes the requirement characteristics of service at six phases of customer relationship life cycle, brings forward the classifications of customer services based on customer relationship life cycle, and analyzes these characteristics so as to instruct the operations of CRM and customer services.更多还原