Firstly , after reviewing the relative researches on crm , enterprise capability and crm capability , the dissertation gives the clear definition of crmc . secondly , a new analytical framework of crmc is proposed based on the modification of the customer relationship management value chain of professor buttle . the capability is divided into three categories 然后对buttle教授的客户关系管理价值链进行修正，提出了一个新的客户关系管理能力分析框架，将客户关系管理能力分解为三种能力，并详细分析了影响客户关系管理能力的各种因素。
