电子商务环境下的客户关系管理

中文摘要
信息技术的发展极大地改变了我们的商业模式，对企业与客户之间的互动关系产生了巨大的影响,客户关系管理是现代企业商务活动的巨大信息资源，企业所有商务活动所需要的信息几乎都来自于客户关系管理。与此同时，电子商务的发展更使得客户关系管理对于企业有着举足轻重的意义。本文从客户关系管理的概念出发，联系当前实际，分析了企业客户服务水平在电子商务时代增强企业的竞争力方面发挥着的重要作用。并通过对电子商务中客户关系管理的分析，介绍了客户关系管理的内容特点、技术实现和运作方式，指出客户关系管理不仅是全新的企业管理思想与技术，也是电子商务的重要组成部分。
关键词: 客户关系管理，电子商务，互联网，企业竞争
ABSTRACT
The development of information technology has greatly changed our business model, the enterprise and the interaction between customers had a tremendous impact, customer relationship management is the modern enterprise business activities in the huge information resources, business enterprises all the information needed by the almost have come from the customer relationship management. At the same time, e-commerce makes the development of a customer relationship management for enterprises have a decisive significance. In this paper the concept of customer relationship management proceed to our current reality, analysis of the enterprise customer service levels in the era of e-commerce enhance the competitiveness of the enterprises play an important role. Based on the e-commerce customer relationship management analysis on the content of customer relationship management features, technology and mode of operation, and customer relationship management and e-commerce relations were discussed and pointed out that customer relationship management is not only new enterprises management thinking and technology, e-commerce is an important component.

Key  words：CRM,  E-commerce,  Internet,  Enterprise Competitiveness

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