电子商务环境下的客户关系（Customer relationship in an e-commerce environment）.docVIP

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电子商务环境下的客户关系（Customer relationship in an e-commerce environment）.doc

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电子商务环境下的客户关系（Customer relationship in an e-commerce environment） Customer relationship management in an e-commerce environment The generation, characteristics and connotation of CRM (1) generation of CRM The development of CRM is the result of market and technology development. In the process of society, customer relationship management has always existed, but only in different social stages. Modern enterprise theory has experienced several stages of development, from the production as the core to product quality as the core, now take the customer as the center, the main motivation of these changes is the continuous improvement of social productivity. Knowledge in digital and network technology as the foundation, innovation as the core, with globalization and the information into the characteristics of the new economy condition, enterprises management further to break the regional restrictions, competition is increasingly fierce. How to gain a foothold in the global trading system, how to win a larger share of the market and the broader market prospects, how to develop customer resources, and maintain a relatively stable customer team has become influence enterprise survival and development, the key problem of CRM for provides a train of thought to solve these problems, and are becoming the core of enterprise management strategy. (2) new features of customer relationship management under e-commerce environment Under the condition of traditional implement customer relationship management (CRM) has great limitations, mainly displays in the dispersivity of the customer information, and the independence of the business enterprise internal departments and customer relationship management (CRM) based on the Internet is a complete collection, analysis, development, and use a variety of customer resources system, its new features are: 1. Centralized the original scattered customer data in the enterprise to form the correct, complete and unified customer information for all