Topic 9 eBiz管理.pdf

Topic 9 eBiz管理 第九讲 电子商务管理 eBiz Management Perspectives 吴应良 经济与贸易学院电子商务系 URL: /economy Learning Objectives Learning Objectives Describe the way companies are building  relationships with customers Explain the implementation of customer service and  its relationship with CRM Understand the concept of the supply chain, its  importance and management Describe the problems of managing the supply chain  and the use of innovative solutions Understand the concept and solution of the  Knowledge Management, its importance and  management Wu Yingliang 2 Topic 9 电子商务管理 1 Internet消费与电子服务 2 客户关系管理 CRM 3 供应链管理 SCM 4 企业内部管理（KM ，BI等） Wu Yingliang 3 一、电子服务与管理 一、电子服务与管理 Internet Consume, E-Service 1.1 eBiz消费者购买行为的决策过程 1. Roles people play in decision-making Initiator—suggests/thinks of buying a particular product or service Influencer—advice/views carry weight in making a final buying decision Decider--makes a buying decision or any part of it Buyer—makes the actual purchase User—consumes or uses a product or service Wu Yingliang 4 eBiz消费者购买行为的决策过程 1.1 eBiz消费者购买行为的决策过程 2. 5 major phases of a general model Need identification—actual and desired states of need Information search(e.g. ) Alternatives evaluation—research reduces number of alternatives, may lead to negotiation Purchase and delivery—arrange payment, delivery, warranties, etc. After-purchase evaluation—customer serv