1、尋一篇關于服務營銷的英文論文，最好是英文雜志上的，請標明雜志的名稱期刊，和作者名字，來歷

Customerrelationshipmanagement(CRM)isamultifacetedprocess,mediatedbyasetofinformationtechnologies,thatfocusesoncreatingtwowayexchangeswithcustomersthatfirmshaveanintimateknowledgeoftheirneeds,wants,andbuyingpatterns.Inthisway,CRMhelpspaniesunderstand,aswellasanticipate,theneedsofcurrentandpotentialcustomers.[]
GeographicCRM

GeographicCRM(GCRM)isacustomerrelationmanagementinformationsystemwhichcollaboratesgeographicinformationsystemandtraditionalCRM.

gCRMbinesdatacollectedfromrouteofmovement,typesofresidence,ambienttradingareasandothercustomerandmarketinginformationwhicharematchedwithrelevantroadconditions,buildingformations,andafloatingpopulation.SuchdataareconformedwithamapandisregionallyanalyzedwithOLAP(OnLineAnalyticalProcessing)forvisualization.Thisenablesapanytoexaminepotentialcustomersandmanageexistingcustomersintheregion.
Strategy

SeveralmercialCRMftwarepackagesareavailablewhichvaryintheirapproachtoCRM.However,asmentionedabove,CRMisnotjustatechnologybutratheraprehensivecustomercentricapproachtoananization'sphilophyindealingwithitscustomers.Thisincludespoliciesandprocesses,frontofhousecustomerservice,employeetraining,marketing,systemsandinformationmanagement.Hence,itisimportantthatanyCRMimplementationconsiderationsstretchbeyondtechnology,towardsthebroaderanizationalrequirements.

TheobjectivesofaCRMstrategymustconsiderapany’sspecificsituationanditscustomers'needsandexpectations.InformationgainedthroughCRMinitiativescansupportthedevelopmentofmarketingstrategybydevelopingtheanization'sknowledgeinareassuchasidentifyingcustomersegments,improvingcustomerretention,improvingproductofferings(bybetterunderstandingcustomerneeds),andbyidentifyingtheanization'smostprofitablecustomers.[5]

CRMstrategiescanvaryinsize,plexityandscope.SomepaniesconsideraCRMstrategytoonlyfocusonthemanagementofateamofsalespeople.However,otherCRMstrategiescancovercustomerinteractionacrosstheentireanization.ManymercialCRMftwarepackagesthatareavailableprovidefeaturesthatservesales,marketing,eventmanagement,projectmanagementandfinance.
Successes

Whiletherearenumerousreportsof;failed;implementationsofvarioustypesofCRMprojects,[6]theseareoftentheresultofunrealistichighexpectationsandexaggeratedclaimsbyCRMvendors.

Manyofthese;failures;arealrelatedtodataqualityandavailability.Datacleaningisamajorissue.IfthepanyCRMstrategyistotracklifecyclerevenues,costs,marginsandinteractionsbetweenindividualcustomers,thismustbereflectedinallbusinessprocesses.Datamustbeextractedfrommultipleurces(.,departmental/divisionaldatabases,includingsales,manufacturing,supplychain,logistics,finance,service,etc.),requiringanintegrated,prehensivebusinessprocessingsystemtobeinplacewithdefinedstructuresanddataquality.Ifnot,interfacesmustbedevelopedandimplementedtoextractdatafromdifferentsystems.Thiscreatesademandfarbeyondcustomersatisfactiontounderstandthefullbusinesstobusinessrelationship.Forthisrean,CRMismorethanasalesorcustomerinteractionsystem.

Theexperiencefrommanypanies[who]isthataclearCRMrequirementwithregardtoreports(.,inputandoutputrequirements)isofvitalimportancebeforestartinganyimplementation.[citationneeded]Withaproperdemandspecification,agreatdealoftimeandmoneycanbesavedbasedonrealisticexpectationsofsystemscapability.[citationneeded]AwelloperatingCRMsystemcanbeanextremelypowerfultoolformanagementandcustomerstrategies.
Privacyanddatasecurity

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OneoftheprimaryfunctionsofCRMftwareistocollectinformationaboutcustomers.WhengatheringdataaspartofaCRMlution,apanymustconsidercustomerprivacyanddatasecuritywithrespecttolegalandculturalenvironments.Somecustomerspreferassurancethattheirdataisnotsharedwiththirdpartieswithouttheirconsentandthatitcannotbeillicitlyaccessedbythirdparties.

2、求一篇有關市場營銷英文的論文5000字

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