电子商务环境下客户关系管理研究

随着电子商务时代的到来,企业的管理方式、个人以及家庭的工作生活方式等都有了很大的改变,此时传统的客户关系管理逐渐暴露出它的局限性。文章通过深入研究客户关系管理以及电子商务的相关理论,提出了电子商务环境下的理想CRM体系,并根据体系提出其实施的规则,为电子商务环境下的客户关系管理提供了新的思路和方法。

Study on Customer Relationship Management in Electronic Commerce Environment

With the times of Electronic Commerce arrival,the management mode in the enterprise and the personal life-style has changed much.Under this background,the traditional Customer Relationship Management reveals out its defect gradually.It already can not dapt to requirements of Electronic Commerce.The main body of the article firstly studies the theory of Customer Relationship Management and Electronic Commerce.And then it establishes Customer Relationship Management system and its module according the soft and hard environment of Electronic Commerce.Besides it gives some strategies about the implementation of CRM.