《苏宁在电子商务环境下的客户关系管理(CRM)》-毕业设计（论文）.docVIP

长春税务学院本科学士学位论文 PAGE PAGE 1 中文摘要 本文研究电子商务环境下的客户关系管理(CRM)，旨在通过电子商务这一特定环境赋予客户关系管理新的时代的意义。基于互联网技术的电子商务，正在改变着各个行业的经营模式，信息技术的发展使得CRM重新成为企业发展的重要标志，使企业发展CRM成为更为急迫的任务。建立和维持客户关系是取得竞争优势的唯一且最重要的基础，这是网络化经济和电子商务对传统商业模式变革的直接结果。CRM虽然仅仅是电子商务的一个子集，但是它把客户放在了核心位置。本文认为电子商务环境下的CRM是真正意义的CRM，同时真正意义上的CRM也推动了电子商务的迅猛发展。 中国正处在客户关系管理发展的初级阶段，具有其发展的独特性，这是与中国特殊的国情密切相关的。需要指出的是，中国企业要在世界范围内激烈的竞争中争得一席之地，实施客户关系管理是大势所趋。 关键词：客户关系管理，电子商务，家电连锁企业  外文摘要 Title The Research of Suning’s CRM in E-commerce Environment Abstract This thesis focuses on Customer Relationship Management (CRM) and its added significance in the new world of E-commerce. E-commerce, based on Internet technology, is rapidly changing the management model of all trades and all professions. The development of information technology has made CRM a key symbol of enterprise development. Simultaneously, establishing a workable CRM network has become an urgent task for all large-scale firms .Building and maintaining a solid customer relationship is crucial to gaining a competitive advantage in any industry .Recent changes in CRM also highlight how new technologies are helping to revamp the traditional business model. While CRM is only a subset of E-commerce, it is essential because it puts customers in the center of the business process .This thesis argues that the new CRM of E-commerce is real CRM and that CRM can enable E-commerce to develop swiftly and successfully .CRM is still in its primary stages of Development in China ,and the unique nature of Chinese CRM mirrors Chinas unique Economic situation .Chinese enterprises must make developing CRM a priority if they want to be able to challenge the worlds most competitive multi-national firms. Key Words: CRM (Customer Relationship Management); E-commerce; Home appliances chain enterprise; 目次 TOC \o 1-3 \h \z \u HYPERLINK \l _Toc169539726 1 绪论 PAGEREF _Toc169539726 \h 1 HYPERLINK \l _Toc169539727 1.1 本文研究的背景 PAGEREF _Toc169539727 \h 1 HYPERLI