电子商务环境下的客户关系管理研究毕业论文.docxVIP

精品文档，下载后可随意编辑! 精品文档，下载后可随意编辑! 苏州托普信息职业技术学院 毕业论文 论文题目 电子商务环境下的客户关系管理研究 指导教师 专业 物流管理 班级 姓 名_学号 进入21世纪，计算机和网络的迅猛发展，使崭新的电子商务时代到来了。 社 会生产流程由大批量转变为个性化定制，企业的经营流程也从“以产品为中心” 转向为“以客户为中心”。那么，这就不仅仅是人才、技术、产品、服务、市场 的竞争，更是一场管理思想、经营理念的竞争。 为了解决以上问题，保证物流行业的健康稳定发展，物流企业必须树立以客 户为中心的经营理念，通过管理物流客户信息资源，给客户提供满意的产品和信 息服务，与客户建立长期稳定、相互信任、互利互惠的亲密盟友关系，以提高客 户对本企业的满意度和忠诚度，并通过他们挖掘潜在用户、扩大市场份额，让客 户感受到企业对他们的重视和关注， 从而增进彼此之间的信任和感情，不断拓展 产品与服务的市场和利润空间。CR正是能满足企业上述需要的经营管理理论和 信息技术，因此在物流企业中引入客户关系管理成为解决上述问题的根本出路， 成为企业的核心战略之一和制胜的关键。 关键词：电子商务/客户关系管理 Abstract En teri ng the 21st cen tury, the rapid developme nt of computer and n etwork, make a brand new e-commerce era. Social producti on process by mass shift for the pers on alizati on, the en terprise the man ageme nt process is from with products as the cen ter to take the customer as cen ter. So, its not just tale nt, tech no logy, products, services, market competiti on, but also a man ageme nt thought, man ageme nt idea of the competiti on. In order to solve the above problem, guarantee for the healthy and stable development of the logistics industry, logistics enterprises must establish customer-focused bus in ess philosophy, through the man ageme nt of logistics, customer information resources, to provide satisfactory products and information services, with customers to establish Ion g-term stability, mutual trust, mutual ben efit and reciprocity and a close ally of relationships, in order to improve customer satisfact ion and loyalty to our compa ny, and through their mi ning pote ntial customers, expand market share, to make customers feel their value and attention, so as to enhance mutual trust and affecti on, and con sta ntly expa nd the products and services market and profit space. CRM is to meet the need of enterprise the management theory and in formatio n tech no logy, thus in the logistics en terprises in the in troductio n of customer relatio nship man ageme nt(CRM) has become the fun dame ntal way to solve the above problems become one of