技术经济
技術經濟
기술경제
Technical economy
2015年
8期
84-93
,共10页
客户关系管理%企业信息系统%运营绩效%国际比较
客戶關繫管理%企業信息繫統%運營績效%國際比較
객호관계관리%기업신식계통%운영적효%국제비교
customer relationship management%enterprise information system%operational performance%international comparison
以美国和中国上市公司中实施客户关系管理（CRM ）系统的上市公司作为研究样本，利用其财务指标数据分析了CRM系统的实施与企业运营绩效的互动关系。结果表明：企业规模扩大是其实施CRM 系统的动因；实施CRM系统后，企业的运营绩效明显改善，其中中美两国服务业上市公司的销售费用率显著下降，中国制造业上市公司的总资产周转率显著提高。
以美國和中國上市公司中實施客戶關繫管理（CRM ）繫統的上市公司作為研究樣本，利用其財務指標數據分析瞭CRM繫統的實施與企業運營績效的互動關繫。結果錶明：企業規模擴大是其實施CRM 繫統的動因；實施CRM繫統後，企業的運營績效明顯改善，其中中美兩國服務業上市公司的銷售費用率顯著下降，中國製造業上市公司的總資產週轉率顯著提高。
이미국화중국상시공사중실시객호관계관리（CRM ）계통적상시공사작위연구양본，이용기재무지표수거분석료CRM계통적실시여기업운영적효적호동관계。결과표명：기업규모확대시기실시CRM 계통적동인；실시CRM계통후，기업적운영적효명현개선，기중중미량국복무업상시공사적소수비용솔현저하강，중국제조업상시공사적총자산주전솔현저제고。
Choosing the listed companies in US and China that have implemented customer relationship management(CRM ) system as the re‐search object ,this paper uses the financial data of them to analyze empirically the interaction between CRM system and operational performance of enterprise.The result indicates as follows :the growth of company′s scale is the cause behind the decision of CRM implementation ;after imple‐menting CRM system ,enterprise′s operational performance makes a substantial improvement ,in that the selling expense ratio of service compa‐nies in both US and China tends to reduce significantly ,while the asset turnover of manufacturing companies in China raises sharply .
