毕业论文京东商城客户关系管理研究(2).doc

京东商城客户关系管理研究 摘要 随着现代市场经济地快速发展，网络销售成为了现代商家盈利的一种流行方式。网络销售时代的来临不仅方便了购物，更提高了人们的生活水平，促进了整个社会的发展。京东商城以B2C专门经营电子类商品成为了正品品牌的代言人，以出售正品行货在消费者的心中树立了很好的企业的形象，这其中有领导人正确的方向引导，也有符合社会潮流的企业经营模式。本文结合了京东商城在电子商务环境下客户关系管理分析了传统的客户关系和客户关系管理存在的问题 ,以及电子商务环境下客户关系管理的需求 ,认为在电子商务环境下的客户关系管理针对客户的需求 ,应具销售和服务的功能 ,针对客户信息分散的问题和实时处理的需 ,应利用。基于上述观点 ,论文提出了、、、等个模块组成的电子商务环境下客户关系管理profit-oriented idea to customer-oriented one in order to obtain a biggest profit.The Jingdong Mall B2C specializing in electronic goods has become the genuine brand spokesperson and established a good corporate image in the minds of consumers by selling genuine licensed，which resulted from both the correct guiding of leaders and the social business model in line with the trend.The customer-oriented business philosophy has gradually integrated into their daily management.In the institutionalized Nerword sales platform，the customer-oriented philosophy has gained more and more attention.As a more important aspect of competitive differentiation，the Jingdong Mall has planed to achieve better，faster and more personalized service by enhancing the relationship with the customers through this philosophy ，minimize the costs of retaining old customers and acquiring new customers through fully optimizing customer-facing business processes and eventually has a qualitative improvement of the ability adapting the market and the competitive strength.However，during the transforming process，there still exist unpredictable contradictions.With the guidance of the tutor and learning from corresponding references combined with business management analysis tool，some suggestions and approaches of handlng customer relationship are put forward and may help companies deal with customer relationships. Key words：Jingdong Mall; CRM(Customer Relationship Management);Operating strategies 第一章 绪论 1 研究背景 随着现代网络技术的发展，电子商务网络消费应运而生，并且以其独特的消费结构迅速占领了一大片的市场，成为了一种不可忽视的消费结构模式。并且随着现代网络销售平台日趋制度化，逐渐显示出了利润饱和的状态，因此商家不断寻求新的利润点和突破点，也同是更加注意到了电子商务中客户关系管理的重要性。在与其他企业差异化经营的战略中，客户