上海自贸区的客户关系管理与政策实施绩效比较研究

本研究以上海自贸区的企业为调查样本，主要研究其经营的特性，生产环境特性，客户关系管理方式以及企业实施绩效四大方面对企业的影响，通过发放和回收的问卷，收集数据分析，通过SPSS分析对影响上海自贸区企业客户关系管理的因素进行研究，具体分析方法是相关分析与回归分析。最后总结出影响企业客户关系的关键因素，整理归纳并得出结论，提出对企业合理管理客户以及实施绩效之间的有效建议。同时，也希望能对我国企业未来发展提供一些可行性的对策和方法，结论形成对自贸区有针对性地实施。

关键词： 上海自贸区；企业客户关系管理；企业实施绩效；SPSS分析

Comparative Study of customer relationship management and policy implementation performance Shanghai FTA

Abstract：In this study, Shanghai FTA enterprises sample survey, its main business characteristics, environmental characteristics affect the four major aspects of the production, customer relationship management and business-to-business implementation performance, through the award and returned questionnaires, data collection analysis by SPSS analysis of factors affecting the Shanghai FTA enterprise customer relationship management research, specific analysis method is correlation and regression analysis. We concluded that the key factors affecting the enterprise customer relationships, summarizing and concluded that proposed for rational management of enterprise customers as well as the implementation of effective performance between the recommendations. Meanwhile, we hope to provide some feasible strategies and methods for the future development of China's enterprises, the conclusions reached on the FTA targeted implementation.

Key Words: Shanghai Free-Trade Zone；Customer Relationship Management；Enterprise Implementation Of Performance；SPSS Analysis

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