在互联网时代，仅凭传统的管理思想已经不够了。互联网带来的不仅是一种手段，它触发了企业组织架构、工作流程的重组以及整个社会管理思想的变革。
站在营销的角度，企业有两个最主要的任务，一个就是在留住老客户，另一个大力吸引新客户。
二十一世纪以后，很多企业曾经从“以产品中心”向“以客户中心”转变。因而能够看呈现在的企业更注重客户关系管理。有业内人士以为，整个呼叫中心的中心任务就是客户服务和关系管理，所以称谓叫中心系统中的某一个子系统为CRM系统。随着呼叫中心和CRM的不断发展，应用呼叫中心来管理客户关系无疑是如今发展的重点。
企业失去一个老客户，所遭到的损失需要有8-9个新客户来补偿，所以留住客户比交换他们更为直接有效。呼叫中心集中公司的一切客户信息材料，并提供客户剖析、业务剖析等工具，协助企业判别出最有价值客户，找出他们的需求并让其得到满足，从而进步客户服务程度，让他们都变成企业的忠实客户。
呼叫中心能够经过对客户信息的深度发掘、剖析，来制定出合适客户的需求和决策;同时定期跟客户或者潜在客户沟通，拉近企业与客户的间隔;此外，完善的售后服务管理能进一步进步客户满意度。因而能够看出呼叫中心CRM系统关于企业有着十分重要的作用。
翻译：
From the marketing perspective, why should enterprises implement CRM system/software
In the Internet age, traditional management ideas are no longer enough. The Internet has not only brought a means, it has triggered the reorganization of enterprise organization structure, work process and the whole social management thinking.
From the perspective of marketing, enterprises have two main tasks, one is to retain the old customers, the other is to vigorously attract new customers. Digital transformation network szhzxw.cn
After the 21st century, many enterprises have changed from “product – centered” to “customer – centered”.
Therefore, it can be seen that the enterprises present pay more attention to customer relationship management. Some people in the industry think that the central task of the whole call center is customer service and relationship management, so it is called a subsystem of the central system as CRM system. With the continuous development of call centers and CRM. The application of call centers to manage customer relationships is undoubtedly the focus of today’s development.
It takes eight or nine new customers to make up for the loss of one old customer, so retaining customers is more direct than replacing them.
The call center collects all customer information materials of the company, and provides tools such as customer analysis and business analysis to help enterprises identify the most valuable customers, find out their needs and meet them. So as to improve customer service and make them become loyal customers of the enterprise.
The call center can develop appropriate customer needs and decisions through in-depth exploration and analysis of customer information. At the same time, regular communication with customers or potential customers, close the gap between enterprises and customers. In addition, perfect after-sales service management can further improve customer satisfaction. Therefore, it can be seen that the call center CRM system plays a very important role in the enterprise. Digital transformation network szhzxw.cn
