在电子商务环境下的动态客户关系管理策略外文翻译.doc

毕业论文（设计）外文翻译 标题：Dynamic Customer-Relationship Management Model in Electronic Commerce Environment 原文： Abstract: With the development of information technology, Electronic Commerce is changing the way of management in enterprise, lifestyle of family and people. Under Electronic Commerce, market-management, sale-management and customer-relationship of enterprise are substantially different from those of traditional commerce. This has created a significant challenge to enterprise management. The marketing strategies of Electronic Commerce （e-commerce）have really changed. The Customer-Relationship Management Model established under e-commerce can help enterprises to reduce costs, enhance partners’ cooperation, attain the desired customer value, and promote enterprise competition. Therefore, we regard Relationship Management as the greatest change that requires a fresh approach through a new model. The paper analyzes the relation between customer-relationship management in traditional circumstances and that in e-commerce environment, and expatiates on characteristic of customer-relationship management under e-commerce. On the basis of the analyses, the paper studies the model of Dynamic Customer-Relationship Management before sale, during sale and after sale in the enterprise. Keywords: Dynamic customer-relationship management; enterprise competition; E-commerce; model; business-to-customer. 1 Introduction Customer Relationship Management (CRM) has become a focus of marketing academic circles and corporation community. Around the world, research on CRM originated from “Contact Management” in the earlier 1980s. Until the earlier 1990s, researchers have become aware of “Customer Care” based on the telephone service center and supporting material analysis. Afterwards, researchers have focused on customer-maintaining whose purpose is to manage Customer Relationship effectively. With standardizing of application of CRM in the domestic enterprises, domestic researchers have