客户关系管理和电子商务应用的互动和相关性研究.docVIP

客户关系管理与电子商务应用的互动与相关性研究 摘要 随着网络技术的发展和电子商务时代的到来，传统的客户管理模式和商业模式越来越难适应市场经济发展的要求。商品过剩的市场经济模式下，客户存在极大的商品选择空间和余地，而且表现出“个性化”需求特征。Abstract With the development of network technology and e-commerce era, the traditional model of customer management and business models become increasingly difficult to adapt to market economy development. Surplus of goods under the market economy, customer goods, there is a big space and room for choice, but also a personalized demand characteristics. At the same time, the rise of e-commerce business transactions to break the time and space constraints. How to implement e-commerce customer relationship management, as well as the Internet era of customer relationship management to promote the development of e-commerce has become a hot topic. In this paper, customer relationship management applications and e-commerce interaction and the relevance of research topic to study the application of EC and the CRM model, using a variety of customer information application systems, analysis of the scientific enterprise customer-facing tools and methods. At the same time, customer relationship management through the study of the basic ideas and basic theory, the concept of CRM and technology will be introduced to e-commerce system, from the analysis of business needs to start to build a business model for CRM applications. Keywords: e-commerce, customer relationship management, data warehousing, data mining 目录 绪论 ----------------------------------------------------------------------------- 31.2课题研究现状----------------------------------------------------------------------------- 3 1.2.1国研究状况--------------------------------------------------------------------------- 1.2.2国研究状况---------------------------------------------------------------------------1.3课题研究的组织结构和技术路线----------------------------------------------------- 4 第二章 EC中的CRM管理模式研究 ?2.1 EC网站的CRM模式分析------------------------------------------------------------- 5 2.2移动EC下的CRM模式分析-----------