The first chapter discusses the cause of crm and km and the connotation and the implementing of them . the second chapter analyzes the necessity of the integration of crm and km : several important reasons of failure and the advantageous exchange 第二章主要对客户关系管理与知识管理整合的必要性进行分析，先分析了造成客户关系管理与知识管理实施失败或实施成效不大的几个重要原因，然后分析了客户关系管理与知识管理存在的优势互补。
