电子商务中客户关系管理与研究论文样本.docVIP

郑州大学西亚斯国际学院 本科毕业论文（设计） 题 目 电子商务中的客户关系管理与研究 指导教师 杨峰 职称 副教授 学生姓名 侯树丽 学号 20051024105 专 业 电子商务 班级 1 班 院 （系） 商学院（工商管理系） 完成时间 2009年04月20日  企业电子商务中的客户关系管理与研究 摘 要 随着互联网的迅猛发展、市场的不断成熟，世界经济进入了电子商务时代。以生产为中心、以销售产品为目的的市场战略逐渐被以客户为中心、以服务为目的的市场战略所取代。谁能掌握客户的需求趋势、加强与客户的关系、有效发掘和管理客户资源，谁就能获得市场竞争优势，在激烈的竞争中立于不败之地。本文首先介绍了客户关系管理的产生背景，进而阐述了电子商务中的客户关系管理的提出和发展的原因及其内涵接着论述了电子商务环境下客户关系管理的内容，从分析其要达到的目标和新特点，提出的功能以及要实现这些功能应具有的结构，同时提出了电子商务时代相融合的趋势，以适应新的时代环境的发展要求。然后，从企业管理层面对的实施提出要求。最后，着重论述了人与企业文化在企业实施中的作用及其配套变革。 关键词 电子商务；客户关系管理；电子化的客户关系管理；企业文化  Customer Within Business Enterprise Electronic Commerce Relation Management And Research ABSTRACT Along with the fast fierce development, market of Internet of continuously mature, world economy got into electronic commerce ages.Take produce as center, with sale product for the market strategy of the purpose gradual is taken customer as center and take service as a purpose of market strategy replace.Who ability control the customers need trend and strengthen with customer of relation, valid discover and management customers resources, who ability acquire market competitive advantage, at vehemence of competition neutral at the invincible position.This text first introduction customer relation management of creation background, then elaborated customer within electronic commerce a relation management of put forward with development of reason and its content immediately after discuss the electronic commerce environment descend customer relation management of contents, from analysis it want the target for attain and new characteristics, put forward of function and want realization these functions should have of structure, in the meantime put forward electronic commerce ages mutually fusion of trend, with orientation new of ages environment of development request.Then, level from the business enterprise management rightness of the implement put forward request.End, emphasize discuss person and corporate culture at the function in the busi