探求电子商务时代的客户关系管理

电子商务和网络时代的到来使企业营销活动面临新的挑战。该文从客户关系管理的内涵引入，论证客户关系管理作为一种旨在改善企业与客户之间的新型管理机制，如何从客户关系管理的角度发挥呼叫中心、个性化服务在电子商务中的应用；在全方位推动企业电子商务管理方案中，客户关系管理系统应如何实施，以促使企业在客户服务、市场竞争、销售以及支持方面形成彼此协调的全新关系实体，为企业带来长久的竞争优势。

Searching the Customer Relationship Management of the Electronic Business Era

With the coming of the Electronic Business and the era of network, the enterprises＇ marketing operations are faced with the new challenges. The connotation from Customer Relationship Management leads into the main body of this article that comments the new model of Customer Relationship Management as one kind mechanism of management aiming at improving the relationship between enterprises and the customers, and that discusses about the application from the CRM angle of how to play a role in call center and personalized services. In the scheme of driving enterprise Electronic Business, how Customer Relationship Management system should be put into effect in forming the brand-new harmonized relationship among Customer Service. market competition, selling and support, that will bring a good and lasted competitive for enterprise.