【摘要】 在对客户关系管理(CRM)文献与实际调研的基础上,设计出CRM成熟应用的评价体系与模型,并运用AMOS统计分析方法,对"战略与组织"、"流程"、"人员"、"技术"、"客户"与"绩效"之间的关系进行了结构方程建模分析,建立了CRM成熟应用的结构方程模型。更多还原

【Abstract】 Based on the CRM theory study,this paper suggests the key factors which affect mature CRM application.Moreover,by using AMOS statistics analysis,it analyzes the relationship between the key factors,and establishes Structural Equation Models between factors which affect mature CRM application.更多还原