电子商务中的客户关系管理研究（Research on customer relationship management in E-commerce）.docVIP

电子商务中的客户关系管理研究（Research on customer relationship management in E-commerce） CRM, a concept of customer relationship management (hereinafter referred to as CustomerrelationManagement CRM) concept can be understood as: enterprises from different angles to understand the difference between customer and internal organization, economic activities of enterprises, in order to develop to meet customer needs of individual products or services of a business process and information technology combined with the management mode, it will enterprise customers as an important resource, strengthen the relationship between enterprises and customers, through the improvement of customer service and comprehensive analysis of the customer to meet customer demand, improve customer satisfaction, to enable them to reach the high loyalty, retention rate and profit contribution, and to find out the customer. Customer relationship management is a new concept, the core idea is to enterprise customers (including clients, distributors and partners) as the most important resources of enterprises, through the improvement of customer service and in-depth analysis of the customer to meet the demand of customers, to ensure the realization of customer lifetime value. In the age of electronic commerce, economic activity from past business centric to customer-centric, customer demand structure has become increasingly complex, the product quality of the enterprises is no longer the only factor to decide whether an enterprise can survive in the market competition. Therefore, enterprises should construct the e-commerce platform, in the production should always take the customer as the center, to seize the customer satisfaction and customer value are the two important factors, at the same time, enterprises should focus on the management of internal and external resources, to create a better brand, to provide more quality services, so we can have more customer resources. In the enterprises strategic management