基于IDIC模型的CRM优化研究——以淘宝平台为例

近年来，CRM（客户关系管理）得到迅猛的发展，各行各业均已形成以客户为中心的理念，而现有的CRM系统已无法适应基于淘宝平台的电子商务交易的需求，因而，为提出适合于淘宝平台的CRM系统框架，根据淘宝平台的特点及其卖家遇到的问题进行分析，构建基于IDIC模型的CRM系统，并结合基于IDIC模型的客户关系管理系统提出优化措施，针对淘宝平台上的CRM问题提出切实可行的解决措施，并通过“创馨屋”网店在淘宝平台上实际案例，说明通过构建基于IDIC模型的CRM系统，在不断的细节优化后，将会提高淘宝平台上卖家对客户关系管理的满意度，更好地维护客户关系。

Research on the CRM Optimization Based on IDIC Model---Taking the TaoBao Platform for Example

In recent years , the CRM has swiftly and violently developed . All walks of life come into being the customer -centric idea . But the existing CRM system has not adopt to the requirement of e -commerce transaction based on the TaoBao platform . Thus , in order to come up with the CRM system framework fit for the TaoBao platform , the article carries on research on the basis of the TaoBao platform's characteristics and the questions which the sellers encounter . It constructs the CRM system based on IDIC model , and integrates the CRM system based on IDIC model to propose the optimization measure , and puts forward the feasible solutions with respect to CRM questions in the TaoBao platform . And by the practical case that “Chuangxinwu” online store on the TaoBao platform , it explains that , through conducting the CRM system based on the IDIC model , and after continuous details optimization , it will increase the degree of satis-factory on the CRM for the sellers in the TaoBao platform , and preferably maintains the customer relations .