1、of 16 session brought to adhere to people-oriented, all-round, coordinated and sustainable scientific development view, promoting economic and social and human development. The core of the scientific Outlook on development is people-oriented. Implement the scientific concept of development and first
2、 implementation of people-oriented requirements. Office of the Party Committee of this years work, we have to firmly establish the idea of people-oriented philosophy, richness of understanding the people-oriented, seriously implement people-oriented requirements correctly grasping the practice of pe
3、ople-oriented, through people-oriented “three services“ working process, pushing the city Party Committee Office work to a new level. Investee (b) investee by people-oriented, in the final analysis is centred, human premise, a human-powered, human purpose. People-oriented thinking long. As early as
4、the spring and Autumn period of more than 2000 years ago, Qi Guan Zhong: “overlord of the beginning, and people-oriented. Principle of the solid. “For thousands of years, traditional Chinese political culture there is a wide variety of people-oriented thought. Pan Gengs “people“ to the Duke of Zhous
5、 “protect“ and then to Confucius “man“, from his “your KingLight “to the idea of“ Grand boat water “and then to advocate since the Han and Tang dynasties“ nation “, these useful idea is, is the country of the people, political sources. The rulers of “people“, the “San Zhi bei yan“; the rulers of “th
6、in people“, then “died suddenly“. The West ever since the Renaissance, it is because of the rise of humanism, really started to self awareness, self discovery and self-reflection. Predecessors in criticism of Marx and Engels thought on the basis of the outcome of, according to the great discovery of
7、 historical materialism, reveals the true nature of human existence, the ideology was essential and strongly suggests, as provided. In 1894, the Engels from Marxs writings, singled out his favorite passage for the new century weekly solemn inscriptions: “there, the free development of each is the fr
8、ee development of all people“. In modern society, people-oriented thinking more and more attention. People generally regard it as a kind of economic and social development, a principle, a requirement, as a need to maintain the interest of the people of, a pursuit, a purpose. This idea was praised, w
9、ith the profound connotation and practical significance. Investee 1. people answering epistemological questions and answered the questions of methodology. People contains a profound philosophical, epistemological and methodological significance of science. Known as epistemology, refers to the theori
10、es on the relationship between knowledge and practice. In the view of Marx and Engels, “man is mans world, is the State, society, and history writers and characters. “In other words, the world is one world, society is human society. We know the society, starting from the people to observe; we know t
11、he practice, from the people to study; we knew Office work, from the people who set out to explore. Ignoring this, will she seekend to form a proper understanding. Methodology refers to methods of knowing the world, transforming the worlds theory. Historical materialism tells us that social developm
12、ent, leave is impossible; all social progress, leaving people unable to achieve. We do anything, must first of all take into account the human factor, to find ways to give full play to the initiative and human creativity, mobilizing peoples enthusiasm. This is the result of numerous historical pract
13、ice of most of the scientific method. Emperor Taizong“The world of excellence into my opponent“ and “Zhenguan rule“, Qing Zeng Guofan to “more aides for the first prerequisite“ Zhong XING Ming Chen, are insisting on methodology of successful models. Promoting the reform and development, construction
14、 of well-off, more demands that we as a people-oriented scientific method. We do work in the countryside, it is necessary to put farmers first we engage in State-owned enterprise reform, we must regard expanding employment as an important goal we created urban, optimization-Habitat environment must
15、be pursued. Promotion Office, too, only mans subject status, to achieve rapid development. Investee 2. people who responded to the question, and replied to questions depending on who. Who issues, is concerned with the problem of the ruling party; depending on who issues are questions relating to the
16、 source of power of the ruling party. Look at the trend of the world, throughout the ages, no partys fate was not to be dominated by people, no Albert is not driven by the people of a nation. Our party has always attached importance to people, caring for people, his people as the coldest winter, par
17、ents of people as their own, but there were also some in adhere to people-oriented bias, war “sufan expansion“ peacetime “cultural revolution“, has caused a great loss to the revolution and construction. Through history, our party proved that when people, caring for people, and along the way there i
18、s a powerful force; when to ignore peoples thinking, to ignore the interests and needs of the people, the partys cause will suffer setbacks. People-oriented, power for the people, this is the most fundamental rules governing laws, large and small, every aspect is also ruling is the most essential re
19、quirements. Set up the people-oriented concept of governance, requires us to establish the main position, everything for the masses, rely on the masses, and consciously do right for the people, show concern for the benefit of people and bring benefit to the people, real people as masters of the coun
20、try, construction of the main body and the cause of main. From this perspective, adhere to the people-oriented and that is power for the people is to uphold the mass viewpoint and the mass line of the party. Office work is serving the overall work of the party. Only around the service objects, servi
21、ce, relying on the service principal to the service in order to Shun Water push the boat, a long-term perspective, creating impressive performance. Investee 3. people responded to a question of values, again answering Outlook on questions. Values and Outlook are an organic unity, and Outlook客户关系管理在超
22、市零售业应用中的问题分析与对策摘要：超市零售企业多业态经营，仓储式大型超市、中等规模超市、连锁便利店多业态综合发展，百货连锁业也有了很大发展。但目前还存在一些问题，尤其是在客户关系管理方面的不足，严重的制约零售企业健康发展。关键词：客户关系管理 零售业 客户满意度一、客户关系管理在零售业应用中的问题分析近 10 年来，crm 系统在国内零售业中已经得到一定应用。基于edi 系统和 pos 系统的简单 crm 应用已在相当部分国内零售企业中实施。但 crm 系统应用还是过于简单和保守，或是停留在技术层面。零售业要实施完整合理的 crm 系统方案，面临着一系列的问题：（一）数据收集与信息分析方面的
23、问题crm 要求对客户分而治之。在此之前必须进行客户细分。而客户细分需要详尽的客户资料，了解各类客户的属性。零售业中的客户资料庞大繁杂且收集困难，而且每日的客户变化量大。零售企业在客户数据收集方面缺乏有效的手段，仅通过诸如 pos（电子收款）系统简单收集数据。而这些数据无法体现客户的多元化属性。而在面对海量的客户数据时由于没有运用 crm 中丰富的数据挖掘技术，对客户需求缺乏深入挖掘，从而无法进行客户细分。（二）营销管理方面的问题crm 要求企业为目标客户实施“一对一营销策略”和提供个性化of 16 session brought to adhere to people-oriented, a
24、ll-round, coordinated and sustainable scientific development view, promoting economic and social and human development. The core of the scientific Outlook on development is people-oriented. Implement the scientific concept of development and first implementation of people-oriented requirements. Offi
25、ce of the Party Committee of this years work, we have to firmly establish the idea of people-oriented philosophy, richness of understanding the people-oriented, seriously implement people-oriented requirements correctly grasping the practice of people-oriented, through people-oriented “three service
26、s“ working process, pushing the city Party Committee Office work to a new level. Investee (b) investee by people-oriented, in the final analysis is centred, human premise, a human-powered, human purpose. People-oriented thinking long. As early as the spring and Autumn period of more than 2000 years
27、ago, Qi Guan Zhong: “overlord of the beginning, and people-oriented. Principle of the solid. “For thousands of years, traditional Chinese political culture there is a wide variety of people-oriented thought. Pan Gengs “people“ to the Duke of Zhous “protect“ and then to Confucius “man“, from his “you
28、r KingLight “to the idea of“ Grand boat water “and then to advocate since the Han and Tang dynasties“ nation “, these useful idea is, is the country of the people, political sources. The rulers of “people“, the “San Zhi bei yan“; the rulers of “thin people“, then “died suddenly“. The West ever since
29、 the Renaissance, it is because of the rise of humanism, really started to self awareness, self discovery and self-reflection. Predecessors in criticism of Marx and Engels thought on the basis of the outcome of, according to the great discovery of historical materialism, reveals the true nature of h
30、uman existence, the ideology was essential and strongly suggests, as provided. In 1894, the Engels from Marxs writings, singled out his favorite passage for the new century weekly solemn inscriptions: “there, the free development of each is the free development of all people“. In modern society, peo
31、ple-oriented thinking more and more attention. People generally regard it as a kind of economic and social development, a principle, a requirement, as a need to maintain the interest of the people of, a pursuit, a purpose. This idea was praised, with the profound connotation and practical significan
32、ce. Investee 1. people answering epistemological questions and answered the questions of methodology. People contains a profound philosophical, epistemological and methodological significance of science. Known as epistemology, refers to the theories on the relationship between knowledge and practice
33、. In the view of Marx and Engels, “man is mans world, is the State, society, and history writers and characters. “In other words, the world is one world, society is human society. We know the society, starting from the people to observe; we know the practice, from the people to study; we knew Office
34、 work, from the people who set out to explore. Ignoring this, will she seekend to form a proper understanding. Methodology refers to methods of knowing the world, transforming the worlds theory. Historical materialism tells us that social development, leave is impossible; all social progress, leavin
35、g people unable to achieve. We do anything, must first of all take into account the human factor, to find ways to give full play to the initiative and human creativity, mobilizing peoples enthusiasm. This is the result of numerous historical practice of most of the scientific method. Emperor Taizong
36、“The world of excellence into my opponent“ and “Zhenguan rule“, Qing Zeng Guofan to “more aides for the first prerequisite“ Zhong XING Ming Chen, are insisting on methodology of successful models. Promoting the reform and development, construction of well-off, more demands that we as a people-orient
37、ed scientific method. We do work in the countryside, it is necessary to put farmers first we engage in State-owned enterprise reform, we must regard expanding employment as an important goal we created urban, optimization-Habitat environment must be pursued. Promotion Office, too, only mans subject
38、status, to achieve rapid development. Investee 2. people who responded to the question, and replied to questions depending on who. Who issues, is concerned with the problem of the ruling party; depending on who issues are questions relating to the source of power of the ruling party. Look at the tre
39、nd of the world, throughout the ages, no partys fate was not to be dominated by people, no Albert is not driven by the people of a nation. Our party has always attached importance to people, caring for people, his people as the coldest winter, parents of people as their own, but there were also some
40、 in adhere to people-oriented bias, war “sufan expansion“ peacetime “cultural revolution“, has caused a great loss to the revolution and construction. Through history, our party proved that when people, caring for people, and along the way there is a powerful force; when to ignore peoples thinking,
41、to ignore the interests and needs of the people, the partys cause will suffer setbacks. People-oriented, power for the people, this is the most fundamental rules governing laws, large and small, every aspect is also ruling is the most essential requirements. Set up the people-oriented concept of gov
42、ernance, requires us to establish the main position, everything for the masses, rely on the masses, and consciously do right for the people, show concern for the benefit of people and bring benefit to the people, real people as masters of the country, construction of the main body and the cause of m
43、ain. From this perspective, adhere to the people-oriented and that is power for the people is to uphold the mass viewpoint and the mass line of the party. Office work is serving the overall work of the party. Only around the service objects, service, relying on the service principal to the service i
44、n order to Shun Water push the boat, a long-term perspective, creating impressive performance. Investee 3. people responded to a question of values, again answering Outlook on questions. Values and Outlook are an organic unity, and Outlook服务。而在实际应用中，许多零售企业尽管引进了 crm 系统，但并未利用系统实现营销自动化，根据各种客户群的需求设计个性化营
45、销活动方案，尤其是对于为企业创造 80%利润的出于顶部 20%的客户。零售企业采取平均投资的策略，使得其设计的营销活动面向于所有客户。（三）接触渠道选择方面的问题零售企业在选择与客户沟通渠道时，往往会采用传统的电话访问和直接接触，而如网络在线服务，电子邮件和移动通信等渠道较少用到。而在销售方面，零售企业也以实体为主，网上销售的只占 3%-4%。沟通渠道与销售渠道的单一使企业错过大量客户。二、解决客户关系管理应用中问题的方法（一）运用多元化的客户数据收集方式1、会员制会员制是零售业较为常见也是非常有效的一种客户数据收集方式。会员制对于零售企业有三种重要作用。（1）通过会员制，零售企业可以为会员设
46、计营销活动，为其提供个性化的服务，加强与会员的信息沟通和情感沟通，增强会员对企业的归属感。（2）通过会员制，企业可以收集到大量会员基本情况和消费信息。商店通过会员卡申请表掌握顾客的姓名、性别、年龄、出生日期、身份证号码、学历、个人收入、通讯地址、电子邮箱、手机号码等等企业对客户进行分析的可靠信息资源。of 16 session brought to adhere to people-oriented, all-round, coordinated and sustainable scientific development view, promoting economic and social
47、 and human development. The core of the scientific Outlook on development is people-oriented. Implement the scientific concept of development and first implementation of people-oriented requirements. Office of the Party Committee of this years work, we have to firmly establish the idea of people-ori
48、ented philosophy, richness of understanding the people-oriented, seriously implement people-oriented requirements correctly grasping the practice of people-oriented, through people-oriented “three services“ working process, pushing the city Party Committee Office work to a new level. Investee (b) in
49、vestee by people-oriented, in the final analysis is centred, human premise, a human-powered, human purpose. People-oriented thinking long. As early as the spring and Autumn period of more than 2000 years ago, Qi Guan Zhong: “overlord of the beginning, and people-oriented. Principle of the solid. “For thousands of years, traditional Chinese political culture there is a wide variety of people-oriented thought. Pan Gengs “people“ to the Duke of Zhous “protect“ and then to Confucius “man“, from his “your KingLight “to the idea of“ Grand boat water “and then to advoca
