CRM客户关系管理系统过去和现在

CRM客户关系管理系统过去和现在(中文5900字,英文4300字)
中国CRM市场经历了3年的艰难成长后，随着国家信息化的推进和厂商对市场的培育，2002年CRM的概念已为企业所熟知，并成为CRM系统走入实际应用的第一步。
        产品是厂商开拓市场的利器，客户的需求和市场反馈是产品的风向标。各家厂商对CRM软件如何发展有着自已的判断和看法，但共性的观点是：客户越来越理智和成熟，要求CRM产品符合企业的个性化发展和实际需求。CRM来源于美国的营销理论，但中国企业需要的是“中国特色”的CRM。2002年CRM市场刚刚启动，各家厂商也因产品定位的差异还没有真正出现“短兵相接”的现象。2003年随着业务的不断扩展，厂商对客户的争夺会日趋激烈。面对CRM市场的广阔空间，蛋糕如何划分一时还难以见分晓，但经过苦练内功的CRM厂商们，一定会有更多精彩的节目上演。CRM市场的风云变幻，感受最深，最有发言权的应该是在这个市场中摸爬滚打的CRM厂商，为此，本刊编辑部特约了4位CEO，请他们结合自身的产品和用户，畅谈2002年取得的成绩、面临的问题以及2003的整体规划。
过去：CRM市场的十大变化

CRM past and present
After the Chinese CRM market has experienced 3 years difficult growth, along with the national information advancement and the merchant to the market cultivation, in 2002 the CRM concept had known very well for the enterprise, and becomes the CRM system to walk into the practical application first step.
The product is the merchant develops the market the sharp weapon, the customer demand and the market feedback is the product wind vane. How does various merchant develop has from already the judgments and the view to CRM softwares, but the general character viewpoint is: The customer more and more reason and is mature, requests the CRM product to conform to enterprise's individuality development and the actual demand. CRM originates from US'S marketing theory, but the Chinese enterprise needs is "the Chinese characteristic" CRM.