Question

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客户关系管理在美国等发达国家有着比较成熟的应用，但大量的理论研究和实践探索基本上是基于大型企业，对中小企业的客户关系管理应用研究很少，而对中小企业客户关系管理进行理论研究就更少。目前，随着竞争环境的日益激烈，互联网技术的迅猛发展与快速普及，中小企业对CRM的需求日益加剧，中小企业实施CRM的时机逐渐成熟。本文提出了客户关系管理的内涵与作用，根据中小企业CRM存在的现状问题和自身特征，分析了基于SaaS模式的中小企业CRM的应用研究和实施策略。

Answer 1

The customer relations management in the United States and other developed countries have more mature applications, but a lot of theoretical research and practical exploration is basically based on a large enterprise, for small and medium-sized enterprise customer relations management of the application research very little, but to small and medium-sized enterprise customer relationship management theory study is less. Now, along with the increasingly intense competition environment, the rapid development of Internet technology with the rapid popularization, small and medium-sized enterprises of the growing demand of CRM, and small and medium-sized enterprises to carry out the timing of the CRM mature gradually. This paper puts forward the customer relationship management connotation and function, according to the present situation of the small and medium-sized enterprise CRM exist problems and their own characteristics, analyzes the SaaS model based on the small and medium-sized enterprise research and the application of CRM implementation strategy.
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Answer 2

The management of client is widely used in most developed coumtries ,such as America. But the large amout of theory research and practice quest are based on large scale industry ,the practicalness of management of client is less on minor enterprise, and theory research of management of client much lesser. Nowadays, with the environment of competition is becoming fiercer and fiercer, the rapid development of internet, the requsts to CRM of minor enterprise is becoming more and more, the opportunity of minor enterprise using CRM is becoming practical.
This article raise the defination and meaning of the management of client,and make a full analysis of SaaS minor enterprise's research and implementation strategy according to the features and practical problems.

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