在产品技术和质量趋同化的情况下，售后服务已作为用户选择购买产品品牌时的一个重要依据，同时也是影响客户满意度的重要因素，是客户关系管理的核心环节。

Under the circumstances of product technology and quality almost same, after-sales is became an important factor which affect customer satisfaction degree, meanwhile became the key link of CRM.

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