在当今经济全球化的环境中,企业面临着激烈的竞争和巨大的压力,美国著名管理专家哈默(M·Hammer)的“3C”观点认为, 市场竞争的买卖双方关系中的主导权已经转向顾客一方,顾客也越来越有主动权。因此,企业要想在市场中赢得竞争优势,不仅要保持现有顾客而且还要不断发展新的顾客群体,让顾客满意。而在当今提倡个性化的时代,要让顾客满意就必须接受“以顾客为中心”的生产方式,以顾客满意为最终目的。因此,对于一个企业 In today’s economic globalization environment, enterprises are faced with fierce competition and tremendous pressure. According to the “3C” view of the famous American management expert M. Hammer, the dominant position in the market-power buyer-seller relationship has shifted to Customers, customers are also more and more initiative. Therefore, in order to gain a competitive advantage in the market, enterprises should not only maintain existing customers but also constantly develop new customer groups to satisfy their customers. In today’s era of personalized advocacy, customer satisfaction must be accepted “customer-centric” mode of production, customer satisfaction as the ultimate goal. So for a business