摘要
阐述中国铁路电子商务的复杂性和双重性,分析实现中国铁路电子商务的关键问题——客户关系管理,提出包括服务定制化、价格柔性化、配送社会化和建立现代化的“呼叫中心”的中国铁路客户关系管理策略。
The complexity and duality of e-commerce of Chinese Railways are presented. Key issue customer relationshipmanagement in e-commerce of Chinese Railways is analyzed. A customer relationship management strategy in e-commerce ofChinese Railways including service rules system, flexible price, society-based distribution, and establishment of modernized call-center is put forward.
出处
《中国铁路》
北大核心
2002年第11期30-31,10,共3页
China Railway
关键词
铁路电子商务
中国铁路
客户关系管理
策略分析
railway e-commerce
Chinese Railways
customer relationship management
strategy analysis
