Abstract

This book is aimed at the research on how to improve the quality of customer relationship for enterprises and how to establish customer relationship quality system for enterprises based on knowledge management and customer relationship management.

There are six chapters in this book. Chapter one，Knowledge Management，introduces the connotation of knowledge management and the driving factors to develop it，summarizes and analyzes its development history and presents some current mainstream schools in the knowledge management theory research. Chapter two，Introduction to Customer Relationship Management，presents the development and evolution of customer relationship management and related concepts and applications. Chapter three，Analyzing Customers，concludes and analyzes some representative theories and concepts in customer relationship management，such as customer segmentation，customer satisfaction，customer loyalty and customer feedback. Chapter four，Customer Relationship Quality，studies the customer relationship quality and its management system involved in the process of customer relationship management in an enterprise. Chapter five，Evaluation of Maturity of Customer Relationship Quality Management System，puts forward related concepts，model assumptions and evaluating indicators，and assesses enterprises’ maturity of customer relationship quality management system using maturity theories. Chapter six，Case Study on the Application of Customer Relationship Quality Management，linking aforementioned contents，addresses a framework of customer relationship quality management for enterprises in software industry in connection with the characteristics of such enterprises.