我国企业CRM在电子商务环境下的应用探讨

A Probing into Application of CRM of National Enterprises under Background of E-Business

中国正处在CRM发展的初级阶段,具有其发展的独特性,中国企业要在世界范围内激烈的竞争中争得一席之地,实施客户关系管理,提供个性化服务是大势所趋。本文在对电子商务环境下的CRM应用作了简要述评,指出了国内CRM应用情况的基本特点,重点剖析了应用中出现的难点问题,并对这些问题的解决提出了建议。

On the elementary phase of the development of CRM, China has its specialty on this way, which correlates with our Chinese- featured situation. To gain its own place in the worldwide furious competition, it is current trend to implement the management of client sources and to provide individualized service for Chinese enterprises. Besides briefing the applications of CRM on the background of E - business, this dissertation points out the basic points of the applications of civil CRM, analyzes the difficulties in the course of it and gives us suggestions on how to solve them.