中文摘要：

基于内容分析法对国内CRM理论的研究文献进行综合分析。根据客户关系管理的研究主题、研究目的及管理决策问题、管理研究方法等内容特征，设计了进行文献内容分析的三级类目框架。检索源为1980—2010年国家自然科学基金委员会管理科学部评定的A、B类学术期刊。通过文献检索、文献内容评判和归类编码、信度检验以及对文献内容特征的综合分析，反映出国内CRM理论研究的主题、研究方法及刊物发表倾向等总体分布状况及变化趋势，对确定未来CRM研究方向及内容具有指导意义，对企业CRM管理人员也具有参考价值。

英文摘要：

A review and comprehensive analysis based on content analysis of theoretical research on the domestic literature in CRM. Depending on the features of CRM theme, purpose and management decision making, management research methods, it has been designed the three categories of research literature; with the source of the 1980-2010 Department of Management Sciences of National Natural Science Assessment of A, B Academic Journals. After a search strategy designing and literature search, content assessment and coding classification, reliability testing and comprehensive analysis of content features. The results reflect the distribution and tendency of the theme of domestic CRM theory, research methods and other general journals, that would be a guide to the trends of the research direction in CRM in future, and also be valuable to the CRM operators of enterprises.