附录1
How to improve construction project cost control
A construction project the importance of
cost control of construction project cost control of projects through the entire process, that is, decision-making phase of the project, the project design stage, project implementation and completion stages of phase related to the construction project cost control. Statistics show that the decision-making stage in the project and design stage, the impact of the possibility of project cost 30% -75%, and in the implementation phase of the impact of the possibility of project cost
is only 5% -25%. It is obvious that the key to cost control is the implementation of the project prior to decision-making and the design phase of the project, the project is the deciding factor in decision-making, and is a key factor in design. Control project cost not only to prevent breakthrough investment limit, meaning a more active is to promote the construction, engineering, and design units to strengthen the management of human, material and financial resources with limited resources
can be fully utilized to obtain the best economic and social benefits . So do a good job in project cost control, to ensure and accelerate the economic development thinking has a certain significance.
Second, construction project cost control measures for construction project cost control is effective decision-making in the investment phase, design phase, construction phase contract, the contract implementation phase of the construction project cost control in the amount of the approved project cost limit, occur at any time to correct deviations, and ensure the realization of investment objectives of the project to various construction projects in a reasonable manner to the use of human, material and financial resources to obtain better investment returns, and ultimately to enable the completion of audited accounts to control the amount of the budget to avoid the "three super - "phenomenon, in order to effectively control the project cost should be doing the work of the following aspects: (a decision-making phase of the project cost to determine the cost of control engineering and control projects through the entire process, but the technical and economic decision-making
stages of policy-making, project cost of the project very much affected by something, especially to determine the level of
construction standards, building site selection, technology selection, equipment selection, etc., is directly related to the level of project cost. According to the data in various stages
of construction projects, investment decision-making phase of the impact of the highest
degree of project cost, for a total of 80-90%. Therefore, the decision-making phase of the project is to determine the content of the decision-making project cost basis, a direct impact on decision-making phase of the various construction phases of the project cost to determine and control whether or not scientific, reasonable question. First, the preparation of estimates of the need for investment.
Preliminary estimates of capital investment is an important part in the work of one. Decision-making document, it is research, analysis of
the construction project an important basis for economic effects. Work in the economy should be reflected in the design of practical content, reflecting the building of the region's
economic situation, started from the estimates reflected the accuracy and completeness of the
construction investment project. Second, the investment must be designed to estimate a true reflection of the investment estimates should be realistic and reflect the design of content, which requires designers and project from the engineering content of the size of a true reflection of design intent. The main technology to be relatively more programs, programs to optimize the design of the program is not only technically feasible but also economically more reasonable. Therefore, the project economy-building programs from the beginning of the optimization, it should penetrate into the whole process designed to, in accordance with the principles of project cost management, a reasonable estimate of projected changes in a variety of dynamic factors, as far as possible, do not play enough to stay investment gap This is the preparation of estimates of key investment is also an important basis for the next stage. (B the design phase of project cost control project engineering design was to conduct a comprehensive planning and specific intent to describe the process of implementation is the soul of the construction, dealing with technology and the critical link in economic
relations, is to determine and control the focus of project cost stage. First, optimized design, the design of effective control of project cost if the quality and try to meet the national requirements,
functions are used to meet requirements related to construction projects only a one-time investment to meet the application requirements, not only construction projects related to the number of one-time investment, but also in the completion After delivery of the impact of the economic benefits of the project. Foreign experts pointed out that although the design of the project costs represent a small proportion of total investment, less than 1%, but the impact of its project cost to achieve the level of 75%. It is clear that the project design stage to do a good job of cost control is cost effective control of the key, re-construction, light design concept must be overcome to control the cost of the project design should start. Therefore, the construction units and design units in the review of the design, attention should be paid to design optimization, the use of various indicators of the overall plan of the factory, industrial building design
analysis of space compared to the design of these two aspects of the project cost, not only have a significant impact, and after the construction and operation of the production, management has a significant impact. Second, the implementation of projects designed to control project cost limit, in the design process used in the design limit. The so-called limit is in accordance with the approved design of the investment feasibility study to estimate the preliminary design of the control, in accordance with the approved budget for the preliminary design of the total control of the technical design and construction design, at the same time ensure that the goals of the profession under the premise of the use of function, according to the allocation of investment limit control design, and strictly control unreasonable change to ensure that the total amount of investment will not be a breakthrough. The preliminary design stage should be in accordance with the approved feasibility study stage of the investment estimate for the limit design, control of budget estimates do not exceed the investment, mainly in engineering and equipment is, the control material. To this end, the preliminary
design phase of the limit amount of design engineering phase of the feasibility study should be validated and equipment design engineering, material standards as the basis, the feasibility study stage of certain types of projects is not easy to determine the amount of light design and universal design or Similar projects have been built to determine the amount of physical works. Quota at the preliminary design, the design of the professional staff to enhance awareness of project cost, in strict accordance with the decomposition of the limit design and control of investment projects, as well as to ensure that under the conditions of the use of functional design, sought to project cost control and engineering in the limit .
(C the implementation phase of project cost control project is the implementation phase of the formative stages of building physical, human, material and financial resources of the main stage of consumption. Large projects involving a wide range of influencing factors, and construction cycles, policy changes, materials and equipment prices, large fluctuations in market supply and demand and so on. . To improve the quality of the
客户关系管理的应用和理论研究述评与展望 摘要：客户关系管理理论在近几年来受到国内外管理界和信息技术界的重点关注，随着全球一体化发展带来的全球化市场竞争和客户竞争，客户关系管理也受到了企业的广泛推崇，因此客户关系管理成为近年来管理界和信息技术界发展最为迅速的领域之一。本文主要从客户关系管理的产生、客户关系管理的概念与内涵、企业客户关系管理的应用研究和理论研究状况展开，并对客户关系管理的研究进行了展望。 关键词：客户关系管理；营销理论；关系营销;数据挖掘 前言 著名的管理大师“现代管理学之父”彼得·德鲁克在其著作中提出，“顾客是企业的基石，是企业存活的命脉，只有顾客才能创造就业机会。企业经营的真谛是获得并留住顾客”。 自客户关系管理概念被提出以来，许多学者从不同视角对CRM展开了研究，并取得了许多有价值的理论贡献，企业和机构也在客户关系管理功能的诱惑下开始实施客户关系管理。 一、客户关系管理的起源 CRM（客户关系管理）起源于20世纪80年代初提出的“接触管理”（Contact Management），即专门收集整理客户与公司联系的所有信息。在 1984 年, Ives 和 Learmonth 提出了客户生命周期(CRLC)的概念,旨在客户生命周期的不同阶段支持并满足客户的所有需求, 被视为CRM 思想的萌芽。到90年代初期演变成为包括电话服务中心支援资料分析的客户关怀（Customer Care）。而作为一个概念来说，客户关系管理最早由美国Gartner Group提出，Gartner Group 最初认为，客户关系管理就是为企业提供全方位的管理视角，赋予企业更完善的客户交流能力，最大化客户的收益率。 客户关系管理的理论基础来源于西方的市场营销理论，通过回顾市场营销理论的发展，我们可以对客户关系管理的发展有整体的把握和了解。营销学家菲利普·科特勒总结了营销观念发展的五个演变阶段，包括生产观念、产品观念、推销观念、营销观念、社会营销观念。 前三个阶段是以“生产者为导向”的传统营销观念，后两个阶段成为现代市场营销观念，从传统营销观念到客户关系管理观念，企业对客户的态度发生了巨变。传统营销观念中企业没
外文翻译 原文 Strategies for distinctive brands Material Source: Journal of Brand Management Author:Judith Lynne Zaichkowsky ABSTRACT Brand identity complements brand equity and it forms an important part of the strategic management of brands. Identity elements include a well-known brand name, logo, font type, symbols, colour, shape, as well as unique product and benefit descriptions. These different elements can contribute to distinct consumer perceptions of various brands in the marketplace and help to differentiate brands from competitors. Brand managers need to start with a vision of what they want their brand to represent and then use the appropriate identity elements to build the brand. Some brand identity components may be influential to choice at the subconscious level of consumers, and therefore the understanding of individual psychological processes of perception and social meaning is required by brand managers. Keywords: brand equity ; brand identity ; logos ; brand names ; packaging INTRODUCTION Much literature in the area of branding has focused on brand equity and its importance to strong brands. Although everyone agrees that understanding and creating brand equity is essential for marketing, very little academic attention is paid to understanding the importance of brand identity and its relation to brand equity and brand management. Brand identity is the visual picture and meaning derived from the visual impact of the brand. For the consumer to identify brands with their respective manufacturers, the brands must be sold with distinctive features supplied by that particular manufacturer. Strong and unique links to one source is what complements and protects brands from being interchangeable in the marketplace. Brand differentiation, or identity, may be achieved through a well-known brand name, logo, typeface, symbol, colour, shape, distinctive design of the package or product, as well as product benefit descriptions known as unique selling points
外文翻译 Construction projects, private and public alike, have a long history of cost escalation. Transportation projects, which typically have long lead times between planning and construction, are historically underestimated, as shown through a review of the cost growth experienced with the Holland Tunnel. Approximately 50% of the active large transportation projects in the United States have overrun their initial budgets. A large number of studies and research projects have identified individual factors that lead to increased project cost. Although the factors identified can influence privately funded projects the effects are particularly detrimental to publicly funded projects. The public funds available for a pool of projects are limited and there is a backlog of critical infrastructure needs. Therefore, if any project exceeds its budget other projects are dropped from the program or the scope is reduced to provide the funds necessary to cover the cost growth. Such actions exacerbate the deterioration of a state’s transportation infrastructure. This study is an anthology and categorization of individual cost increase factors that were identified through an in-depth literature review. This categorization of 18 primary factors which impact the cost of all types of construction projects was verified by interviews with over 20 state highway agencies. These factors represent documented causes behind cost escalation problems. Engineers who address these escalation factors when assessing future project cost and who seek to mitigate the influence of these factors can improve the accuracy of their cost estimates and program budgets Historically large construction projects have been plagued by cost and schedule overruns Flyvbjerg et al. 2002. In too many cases, the final project cost has been higher than the cost estimates prepared and released during initial planning, preliminary engineering, final design, or even at the start of construction “Mega projects need more study up front to avoid cost overruns.” The ramifica tions of differences between early project cost estimates and bid prices or the final cost of a project can be significant. Over the time span between project initiation concept development and the completion of construction many factors may influence the final project costs. This time span is normally several years in duration but for the highly
外文文献： Project Cost Control: The Way it Works By R. Max Wideman In a recent consulting assignment we realized that there was some lack of understanding of thewholesystem of project cost control, how it is setup and applied. So we decided to write up adescription ofhow it works. Project cost control is not that difficult to follow in theory. First you establish a set of reference baselines. Then, as work progresses, you monitor the work, analyzethe findings, forecast the end results and compare those with the reference baselines. If the end resultsare not satisfactory then you make adjustments as necessary to the work in progress, and repeat the cycleat suitable intervals. If the end results get really out of line with the baseline plan, you may have tochange the plan. More likely, there will be (or have been) scope changes that change the referencebaselines which means that every time that happens you have to change the baseline plan anyway. But project cost control is a lot more difficult to do in practice, as is evidenced by the number of projectsthat fail to contain costs. It also involves a significant amount of work, as we shall see, and we might aswell start at the beginning. So let us follow the thread of project cost control through the entire projectlife span. And, while we are at it, we will take the opportunity to point out the proper places for several significantdocuments. These include the Business Case, the Request for (a capital) Appropriation (for execution),Work Packages and the Work Breakdown Structure, the Project Charter (or Brief), the Project Budget orCost Plan, Earned Value and the Cost Baseline. All of these contribute to the organization's ability toeffectively control project costs. Footnote I am indebted to my friend Quentin Fleming, the guru of Earned Value, for checking and correcting mywork on this topic. The Business Case and Application for (execution) Funding It is important to note that project cost control is most effective when the executive managementresponsible has a good understanding of how projects should unfold through the project life span. Thismeans that they exercise their responsibilities at the key decision points
XXX学院 毕业设计(论文)外文资料翻译 学院：计算机与软件工程学院 专业：计算机科学技术(软件工程方向) 姓名： 学号： 外文出处：GoyKakus.THE RESEARCH OFCUSTOMER RELATIONSHIP MANAGEMENT STRATEGY [J]. International Journal of Management Research & Review, 2017, 1(9): 624-635. 附件： 1.外文资料翻译译文；2.外文原文。 注：请将该封面与附件装订成册。
附件1：外文资料翻译译文 客户关系管理战略研究 Goy Kakus 摘要 客户关系管理解决方案，通过为你提供客户业务数据来帮助你提供客户想要的服务或产品,提供更好的客户服务、交叉销售和更有效的销售,达成交易,保留现有客户并更好地理解你的客户是谁。本文探讨了客户关系管理模型在获得、保持与发展策略方面的优势。然而,我们对其定义和意义还存在一些困惑。本文通过考察关系营销和其他学科方面的相关文献，解释了客户关系管理的概念基础,从而对客户关系管理的知识作出了贡献。 关键词:客户关系管理模型, 客户关系管理的博弈改变者与关键策略 引言 CRM 是客户关系管理的简称。它的特征在于公司与客户的沟通,无论是销售还是服务相关的。客户关系管理这一术语经常用来解释企业客户关系,客户关系管理系统也以同样的方式被用来处理商业联系, 赢得客户,达成合同和赢得销售。 客户关系管理通常被考虑作为一个业务策略，从而使企业能够: *了解客户 *通过更好的客户体验留住客户 *吸引新客户 *赢得新客户和达成合同 *提高盈利 *减少客户管理成本 *通过服务台等工具软件,电子邮件组织者和不同类型的企业应用程序，企业业务经常寻求个性化的在线体验。 设计精良的客户关系管理包括以下特征: 1．客户关系管理是一种以顾客为中心并以客户投入为基础的服务响应，一对一的解决客户的必需品, 买家和卖家服务中心直接在线互动,帮助客户解决他
毕业设计（论文） 外文文献翻译 文献、资料中文题目：研究建设项目的工程造价 文献、资料英文题目： 文献、资料来源： 文献、资料发表（出版）日期： 院（部）： 专业：工程管理 班级： 姓名： 学号： 指导教师： 翻译日期： 2017.02.14
科技文献翻译 题目：研究建设项目的工程造价 研究建设项目的工程造价 摘要 在工程建设中，中国是拥有世界最大投资金额和具有最多建设项目的国家。它是一 项在建设项目管理上可以为广泛的工程管理人员进行有效的工程造价管理，并合理 确定和保证施工质量和工期的条件控制施工成本的重要课题。 在失去了中国建筑的投资和技术经济工程，分离的控制现状的基础上，通过建设成 本控制的基本理论为指导，探讨控制方法和施工成本的应用，阐述了存在的问题在 施工成本控制和对决心和施工成本的控制这些问题的影响，提出了建设成本控制应 体现在施工前期，整个施工过程中的成本控制，然后介绍了一些程序和应用价值工 程造价的方法在控制建设项目的所有阶段。 关键词：建设成本，成本控制，项目 1.研究的意义 在中国，现有的工程造价管理体系是20世纪50年代制定的，并在1980s.Traditional 施工成本管理方法改进是根据国家统一的配额，从原苏联引进的一种方法。它的特 点是建设成本的计划经济的管理方法，这决定了它无法适应当前市场经济的要求。 在中国传统建筑成本管理方法主要包括两个方面，即建设成本和施工成本控制方法 的测定方法。工程造价的确定传统的主要做法生搬硬套国家或地方统一的配额数量 来确定一个建设项目的成本。虽然这种方法已经历了20多年的改革，到现在为止，计划经济管理模式的影响仍然有已经存在在许多地区。我们传统的工程造价控制的
The significance of control construction costs manages on entire process First, The necessary of control construction costs manages on entire process Talk about the management and the control on construction costs, that the field we are just accustomed to is thought of is a project advance in final account. Indeed , right away at present system and reality,what the job of that the management and the control on construction costs is advance in final account. Be that in advance, the people who work on final account according that already be ascertaied of the working drawing to calculate project amounts，apply a quota mechanically, the meter mechanically fetching cost, or designing that according to the drawing sheet and construction organization after construction is over as well as the scene construction visa takes notes weaves the final account being completed. This is necessary , useful no doubt. But we must see that when pre-final accounts personnel weave working drawing budget or the final account being completed, the construction plan and the design paper already determined. But construction being to take according to picture as principle, so then in advance, job done by final account personnel is only the change secretly scheming against cost produced by design alteration and prevents upvaluation from calculating boldly. But suppose the project is unreasonable on economy, there is a fault in decision-making; suppose designing a scheme feasible or be not optimum on the technology; the final account
CUSTOMER RELATIONSHIP MANAGEMENT As. univ. drd. Mihaela Cornelia Prejmerean Lect. univ. dr. Alina Mihaela Dima Academy of Economic Studies, Bucharest Abstract: After 17 years of economical and market development, Romanian companies face a new challenge: the tough competition from the European Union and the battle for the customers. The Romanian enterprises will have to learn not only how to attract customers, but also how to keep them. Marketing programs include now aspects regarding customer orientation, relationship management, loyalty and quality. In this paper, we will follow the main aspects, characteristics, dimensions and processes of Customer Relationship Management, and we will analyze the challenges that the local companies will have to face. Examples from the financial service sector will round the actual situation of the implementation of the CRM rules and principles in Romania. Keywords: marketing information system; customer relationship management; business asset, customer acquisition; customer retention. 1. Introduction In the last decade, the majority of the companies were preoccupied with production, recession, mergers, new technologies and business regulation. Romania’s accession in the European Union will bring many advantages for further development, together with membership in a Common Market with common policies on product regulation, and freedom of movement for all the four factors of production (goods, services, capital and labor). This means that Romanian companies will compete with other companies from the EU directly in their home market. European companies are more flexible and mobile and will put a high pressure on the local companies in order to produce better products, launch better offers and services and orientate more towards their customers. High revenue equals important customer is a classic rule when the company organises its customer policy. “An imp ortant customer brings a gross amount of money for our enterprise” has become a reflex for many compa nies abroad and perhaps in Romania, too. But is this always true, or do we need more information than a simple figure reported at the end of the year? 2. Marketing information system A winning company is more productive in acquiring and retaining customers, to
品牌营销外文翻译文献(文档含中英文对照即英文原文和中文翻译) 译文： 品牌 消费者总有关于产品可用性、质量和可供选择的价格的不完全信息。这样的“不完美的信息”导致他们依靠那些减轻获取产品信息的费用的品牌。由于依靠名牌和伴生的公司名誉，每次购买时，消费者没有搜寻或调查产品就能做出合理的购买。 许多经济学家惊叹这样一个事实：消费者在名牌上投入了如此的信赖。问题是，如同这些经济学家看见的，消费者的信赖给了公司建立超出他们能收取的价格的品牌“市场力量”。因为这些经济学家宣称要“真实地”辨别产品，当公司以独特的名牌、相关的广告和积极的竞争来“区分”他们的产品，他们能够比其他人得到更多。名牌引导消费
者在不同的产品之间进行那些经济学家认为的人为的分别。公司因为品牌而受到尊敬，因此，名牌能使企业在提高价格的情况下而不会失去重大的销售额。 品牌导致消费者经常根据现实世界和“完美的”信息世界之间的比较而付出不必要的多余地的高价，那里同一个行业内的每个公司都承担出售相同的、没有品牌的“同类”产品。这些是在“完善的竞争模型，”作的假定，及有时供经济学家使用的简化的构建。虽然不完美信息是完全自然的和不可避免的。许多经济学家认为完善的竞争的绝佳状态是衡量政策是否理想的评判标准。那是因为在完善的竞争之下公司没有任何力量抬高交易价格。如果公司提高了他们的产品的价格甚至只比市场价格高一分，它都将什么也卖不出去。因此，在完全竞争情况下，消费者不会支付更高一分的价格购买在其他任何地方以更低的价格能买到的相同的产品。毫不奇怪，假定同类产品是理想的，导致以品牌区分产品而减少消费者福利的不正确涵义。那么，反过来，导致由哈佛经济学家爱德华·H 1956年主张的政策——商标不应该被强制执行。 但是，越来越多的经济行业认识到了假定产品是相同的存在着问题。你无法理解由没有下降的品牌效应为其服务的经济目的假定，我们居住在消费者都知晓的完全信息的世界。实际上，消费者没有充分的掌握信息，并且他们也知道他们并没有掌握完全的信息。因此，他们重视公司的名誉——并且他们愿意支付更多在那些一直供应高质量产品、拥有良好声誉的生产商的产品上。通过这种做法，消费者不会不合理行动。他们简单地设法保护自己没有必须用许多时间去学习获得关于各个公
参考文献 [1]中华人民共和国住房和城乡建设部.GB50500-2008,建设工程工程量清单计价 规范[S].北京:中国计划出版社,2008. [2]福建省建设工程造价管理总站.FJYD-101-2005,福建省建筑工程消耗量定额 [S].北京:中国计划出版社,2005. [3]福建省建设工程造价管理总站.FJYD-201-2005,福建省建筑装饰装修工程消 耗量定额[S].北京:中国计划出版社,2005. [4]中华人民共和国建设部.GB/T50353-2005,建筑工程建筑面积计算规范[S].北 京:中国计划出版社,2005. [5]刘元芳.建筑工程计量与计价[M].北京:中国建材工业出版社,2009. [6]刘元芳.建设工程造价管理[M].北京:中国电力出版社,2005. [7]幸伟.我国政府采购招标投标问题研究[D].东北师范大学,2009. [8]杨平.工程合同管理[M].北京:人民交通出版社,2007. [9]陈慧玲．建设工程招标投标实务[M].南京：江苏科学技术出版社，2004年. [10]邹伟，论施工企业投标报价策略与技巧[J]，建筑经济，2007年. [11]陈娟，杨泽华，谢智明，浅谈工程投标报价的策略[J]，招投标研究，2004 年. [12]徐学东主编.《工程量清单的编制与投标报价》中国计划出版社.2005年. [13]田满霞,浅谈建设项目的工程造价控制[J].技术市场,2013,(9):188-188. [14]王雪青，国际工程投标报价决策系统研究[J],天津大学博士论文，2003年. [15]Online Computer Library Center, Inc. History of OCLC[EB/OL],2009. [16]Gray,C.,& Hughes,W.(2001).Building design management.Oxford, UK:Butterworth-Heinemann.
工程造价专业外文文献翻译中英文对照 Document serial number【KK89K-LLS98YT-SS8CB-SSUT-SST108】
外文文献： Project Cost Control: The Way it Works By R. Max Wideman In a recent consulting assignment we realized that there was some lack of understanding of the whole system of project cost control, how it is setup and applied. So we decided to write up a description of how it works. Project cost control is not that difficult to follow in theory. First you establish a set of reference baselines. Then, as work progresses, you monitor the work, analyze the findings, forecast the end results and compare those with the reference baselines. If the end results are not satisfactory then you make adjustments as necessary to the work in progress, and repeat the cycle at suitable intervals. If the end results get really out of line with the baseline plan, you may have to change the plan. More likely, there will be (or have been) scope changes that change the reference baselines which means that every time that happens you have to change the baseline plan anyway. But project cost control is a lot more difficult to do in practice, as is evidenced by the number of projects that fail to contain costs. It also involves a significant amount of work, as we shall see, and we might as well start at the beginning. So let us follow the thread of project cost control through the entire project life span. And, while we are at it, we will take the opportunity to point out the proper places for several significant documents. These include the Business Case, the Request for (a capital) Appropriation (for execution), Work Packages and the Work Breakdown Structure, the Project Charter (or Brief), the Project Budget or Cost Plan, Earned Value and the Cost Baseline. All of these contribute to the organization's ability to effectively control project costs. Footnote I am indebted to my friend Quentin Fleming, the guru of Earned Value, for checking and correcting my work on this topic. The Business Case and Application for (execution) Funding It is important to note that project cost control is most effective when the executive management responsible has a good understanding of how projects should unfold through the project life span. This means that they exercise their responsibilities at the key decision points
客户关系管理研究文献综述 摘要：客户关系管理（CRM）是最近几年管理界热烈讨论的话题，经济的发展与人民生活水平的提高，使得原来以产品为到现在为导向的企业经营模式已日益不能满足消费者多样化、个性化的需求，客户关系管理就成为企业界关注的领域，本文拟从信息的角度对当前客户关系管理研究进行总结，为今后的研究奠定基础。 关键词：客户关系管理（CRM）、信息技术（IT）、功能 近年来，“顾客满意”似乎已成为企业界人士最常挂在嘴边的用语，因为他们认识到顾客是最终评定产品及服务品质优劣，并能决定是否继续与该公司交易的人，也就是说顾客是公司利润的源泉。随着竞争日趋白热化，全球各公司获取顾客光顾的成本不断增高，加上顾客多样化选择的机会等因素，让人感觉生意越来越难做。面对越来越挑剔的顾客和激烈的同行竞争，吸引新顾客和保留现有顾客已成为企业必须面对的重要课题，因此研究客户关系管理（CRM 或Customer Relationship Management）对于满足客户个性化需求，提高客户忠诚度和保有率，实现缩短销售周期、降低销售成本、增加收入、扩展市场，从而全面提升企业的赢利能力和竞争力有着重要的作用。因此，本文旨在对客户关系管理的研究现状进行总结，以便在此基础上做更深入的研究。 1 客户关系管理的概念 所谓客户关系管理是一种以客户为中心的经营策略，它以信息技术为手段，并对工作流程进行重组，以赋予企业更完善的客户交流能力、最大化客户的收益率①。 客户关系管理是一个IT业术语，它涵盖了方法学、软件技术和网络技术，通过一种组织化的方式来帮助企业管理客户关系。 客户关系管理是一概念，它把管理理念和业务实践融合在一起，它继承了销售、定单管理、客户服务以及协调和统一在客户生命周期内与客户交互的所有信息。CRM帮助企业管理单个客户，通过快速响应和高效的服务建立同客户之间的牢固关系。 客户关系管理应用是一个前端应用工具，通过它能够很方便地捕捉、融合、分析和共享企业已有的和潜在客户的信息。此过程主要贯穿市场、销售和服务阶段，目的是为了更好地了解客户，精确地定位客户对企业的产品和服务提出的需求。CRM软件的实施主要有两个目标：第一，使得企业能更有效地定位、联系和赢得新客户；第二，使得企业与现有客户之间的关系更牢固。 CRM不是一个产品或服务，而是一种商业策略，通过它来有效管理企业客户关系，它为企业的每一个客户提供了一个完整的集成视图。 综合以上对客户关系管理的定义和有关文献可以看出：CRM是在信息技术支持下，依据一定的商业规则形成的软件工具，目的是为了更好地服务于客户和留住客户，增强企业竞争力最终达到赢利的目标②。 2 客户关系管理的研究现状 近年来，国内外的学者对客户关系管理理论、方法和实施做了多方面的研究。主要是针对客户关系管理的重要性、客户关系管理的基本功能和技术要求以及如何实现客户关系管理等。从信息的角度，客户关系管理的代表性的研究有：Hurwitz Group提出的CRM的六个主要的功能和技术要求；余军合，吴昭同（2000）提出的客户关系管理的三大基本功能；江波（2002）提出的客户关系管理的技术架构和典型功能以及技术实现；AMT网站客户关系管理研究小组提出的CRM系统具有的五大功能模块；以