In the economic globalization and under the global informationization's tide impetus, the modern enterprise with the entire society's economic activity “the chain link” joins closely day by day in together. The electronic commerce time is one take the customer as the guidance time. Customer Relationship Management Is the enterprise uses the information technology, through to the customer track, the management and the service, detains the old customer, attracts the new customer the method and the method. In competes now day by day the intense society, to the enterprise, in view of each customer different demand, provides more personalized service oneself to become the urgent matter. But present customer relations management's research, often stresses in customer technical stratification planes and so on relational database, customer relations management software, but this article elaborates the key point is under the electronic commerce environment, through literature methods and so on material analytic method, on-line search investigation methodology, example methodology, multi-disciplinary overlapping methodology collects the first material, the union actual exploration customer relations management new characteristic, the new pattern, proposed that suits our country national condition enterprise electronic commerce customer relations management implementation plan innovative achievement
Economic globalization and the global information wave of promotion of the modern enterprise increasingly closely with the community's economic activities "chain" linked together. E-commerce era is a customer-oriented era. Customer Relationship Management (Customer Relationship Management, CRM) is their use of information technology, to customers through the tracking, management and services, retaining old customers and attract new customers the means and methods. In today's increasingly competitive society, enterprises, for each customer's needs, provide more personalized service has become imperative. But the study of customer relationship management, customer relationship often emphasis on the database, customer relationship management software and other technical level, the focus of this paper is discussed in the e-business environment, through literature analysis, investigation and study of online search, Case Study Law, and more interdisciplinary research, and other methods to collect first-hand information, in light of the realities of customer relationship management to explore the new characteristics and new model for China's national conditions of the proposed business e-commerce customer relationship management for the implementation of innovative results
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