毕业论文--浅谈电子商务中的客户关系管理.docVIP

中州大学毕业论文 浅谈电子商务中的客户关系管理 学 院： 经济贸易学院 专 业： 电子商务 学 号： 姓 名： 指导教师： 成 绩： 提交时间： 2012年11月13日 摘要：市场经济的本质是竞争，企业想要在瞬息万变的市场环境中寻求立于不败之地，就必须依托现代化的管理思想和管理手段，有效地对企业的内部资源和外部资源进行整合。21世纪，先进的电脑网络和管理软件在企业的内部资源整合和外部资源的整合中已大显身手。它们不仅改变了企业的管理和运营模式，也直接地影响到了企业竞争能力。客户关系管理(CustomerRelationshipManagement，CRM)是一种旨在改善企业与客户之间关系，提高客户忠诚度和满意度的新型管理机制。作为一个管理企业前台的管理思想和管理技术，提供了一个利用Abstract: the essence of market economy is competition, the enterprise wants in vary from minute to minute market environment seek to remain invincible, must rely on modern management thinking and management tools, effectively the enterprises internal resources and external resources integration.On twenty-first Century, the advanced computer network and management software in the enterprise integration of internal resources and external resources integration has display ones skill to the full.They are not only changing the management mode, but also directly affect the competition ability of the enterprise.CustomerRelationshipManagement(CustomerRelationshipManagement, CRM) is designed to improve the relationship between enterprises and customers, enhance customer loyalty and satisfaction of the new management mechanism.As an enterprise management the management thought and technology, provides a use various ways to collect and analyze customer resource system, but also provides a new business strategy thinking.This article from the customer relationship management connotation concept, focusing on economic management, contact the China electronic commerce development actual situation, realize customer relationship management of enterprises in the age of electronic commerce to have the competitive advantage of the important role. Key words: Internet e-commerce customer relationship management 目录 1.CRM的产生内涵及特点 5 1.1.CRM的产生 5 1.2.电子商务环境下客户关系管理的新特点 6 1.2.1 信息的共享性 6 1.2.2 服务的针对性 6 1.2.3 交流方式的多样性 6 1.3.CRM的内涵 6 1.3.1 CRM是一项营商策略 6 1.3.2 CRM是一种管