b2c中第三方支敏付担保服务业的crm分析.docxVIP

优秀毕业论文 精品参考文献资料 兰州大学硕士学位论文 兰州大学硕士学位论文 B2C中第三方支付担保服务业的C孙，I研究 中文摘要 随着网络经济时代的到来，电子商务已经成为商品交易的最新模式，潜移 默化的改变着人们的生活方式。应运而生的第三方支付担保服务业不仅提供了 便捷高效的支付平台，而且在一定程度上降低了网上交易的风险。但我国金融 体系和信用体系尚不健全，该产业普遍长期处于“高投入、低回收”的艰难境 地。 本文主要运用CRM价值创造相关理论对B2C中的第三方支付担保服务业 CRM系统进行研究。首先对第三方支付担保服务业在B2C中的运作模式和发 展现状进行科学全面的产业分析。然后根据特定的CRM战略和系统设计方法， 清晰的界定该产业的客户群体和客户关系，理顺产业链和价值链，进而设计合 适的CRM生态系统概念模型，对实现四流合一的CRM环节进行创新性的探索， 以期找到“多赢的盈利模式。最后对系统实施和效益评估进行简要的可行性 建议。 关键词：第三方支付担保服务业；B2C；CRM价值链；CRM系统 兰州大学硕士学位论文 兰州大学硕士学位论文 B2C中第三方支付担保服务业的C孙，I研究 ABSTRACT With the era of network economy,E—commerce has become the latest commodity trading model and influences people’S life style subtly．Emerges as the times require， the third—party payment with guarantee service industry not only provides a convenient and efficient payment platform for EC，but also reduces the risk of transactions online to some extent．However,because domestic financial system and credit system haven’t been perfect，the industry has been in the difficult situation of ”11i曲input，low income”for long-term． This paper applied related theories of value creation in CRM to studying on the CRM system of the third—party payment with guarantee service industry in B2C．First of all，it took a comprehensive scientific analysis of operating modes and developing situation of the third·party payment witll guarantee service industry in B2C．And then based on the specific CRM strategy and system design methods，clear definitions of the industry’S customer groups and customer relationships were made．It rationalized the industry chain and the value chain，and designed appropriate conceptual model of CRM ecosystem，and made an innovative exploration for key links in CRM system retmifying four-stream afterward in order to find”all—win”profit models．Finally,some brief feasibility proposals for the implementation and performance evaluation of the CRM system will be made． Key Words：The third·party payment with guarantee service industry；Business to Customer； the value chain of CRM；CRM