DocumentCode :
2216479
Title :
Research on Enterprise Crisis Management Based on CRM
Author :
Yang, GuangYu ; Dong, Xue
Author_Institution :
Dept. of Manage. Inf. Syst., Tianjin Univ. of Finance & Econ., Tianjin
Volume :
2
fYear :
2008
fDate :
19-21 Dec. 2008
Firstpage :
176
Lastpage :
180
Abstract :
Customer relationship management plays an important role in enterprise crisis management. Successful crisis management can not only effectively resolve the crisis, but also increase public understanding of the enterprise through crisis management measures and rebuild good corporate image. While unsuccessful crisis management caused corporate image was seriously damaged, which leads to declined customer satisfaction. Enterprises will lose a large number of existing, even potential customers.The paper narrated the concept of Enterprise Crisis Management and the connotation of CRM and discussed thoroughly the influences of comprehensive capability of CRM on enterprise crisis by introducing the comprehensive capability frame of CRM, proposing the importance of research on enterprise crisis management based on CRM. And Enterprise Crisis Management based on CRM was studied from the perspective of process analysis, discussing separately how the enterprises carry on customer relationship management in each phase of crisis management, to establish stable customer relationship, thus managing and solving the crisis effectively and properly.
Keywords :
customer relationship management; organisational aspects; risk management; CRM; customer relationship management; customer satisfaction; enterprise crisis management; good corporate image; Conference management; Crisis management; Customer relationship management; Engineering management; Finance; Financial management; Industrial engineering; Information management; Innovation management; Resource management; comprehensive capability of CRM; crisis management; customer satisfaction; process analysis;
fLanguage :
English
Publisher :
ieee
Conference_Titel :
Information Management, Innovation Management and Industrial Engineering, 2008. ICIII '08. International Conference on
Conference_Location :
Taipei
Print_ISBN :
978-0-7695-3435-0
Type :
conf
DOI :
10.1109/ICIII.2008.138
Filename :
4737626
Link To Document :
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