分析型CRM的供应链化框架模型研究

On the supply-chained framework of analytical CRM

随着世界经济进入了电子商务时代 ,产品和服务的差异越来越小。以生产为中心、以销售产品为目的的市场战略逐渐被以客户为中心、以服务为目的的市场战略所取代。以客户为中心的分析型客户关系管理 (分析型 CRM)成为电子商务时代制胜的关键。文章从供应链的角度 ,分析了分析型 CRM的组成、运作方式并提出了分析型

In the age of E business, the customer service oriented strategy gradually substitutes for the product sale oriented strategy,so the analytical customer relationship management(CRM) with the customer as the center plays a key role in the E business times.A supply chained framework model is put forward herein from the view of supply chain management.The content,operation and application of the analytical CRM are analyzed.