On the basis of study of the CRM(custemer resource management),the article analyzes the intension,content and condition of the CRM and puts forward the method to establish CRM and give an example.

• 在论述客户资源管理的内涵、内容和条件的基础上,针对客运企业的客户资源管理,提出客户资源管理的实施措施和案例。