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随着顾客导向的营销理论在国外的发展，顾客关系管理被提出并成为近年来营销理论的重要发展之一。但在我国，顾客关系管理的研究和实践运用都很滞后。其实，顾客关系管理不仅适用于产业市场，而且适用于消费者市场，例加零售业。如今，一些企业开始运用顾客关系管理，以实现理想效果的营销，从而保持相对永久的顾客和持续的竞争优势。在顾客关系管理的运用中，对其体系的组成部分、实施战略以及实施障碍和趋势的了解是前提。
With the development of customer-oriented marketing theory in foreign countries, customer relationship management has been proposed and become one of the important developments of marketing theory in recent years. However, in our country, the research and practice of customer relationship management are lagging behind. In fact, customer relationship management applies not only to the industrial market, but also to the consumer market, such as retail and retail. Today, some companies are beginning to use customer relationship management to achieve the desired effect of marketing, so as to maintain a relatively permanent customer and sustained competitive advantage. In the use of customer relationship management, the components of its system, the implementation strategy and the implementation of obstacles and trends are the premise.