基于虚拟社区的客户关系研究

Customer Relationship Research in Virtual Community

随着网络的迅速普及,网民数量急增,网上信息的交流、共享已经成为人们生活中不可或缺的一部分,虚拟社区应运而生。它作为一种新兴的交流传播方式,存在着巨大的商业潜质。本文首先对虚拟社区的概念做了描述,分析了虚拟社区在客户关系研究中的作用,探讨了如何利用虚拟社区来加强与客户的关系,最终保持和提升客户忠诚的方法。

As the number of people using Internet increased continuously, the virtual community has become an important part of people＇s on-line life, and has become a new kind of dissemination method, which existing huge commercial potential. In this paper, at first I describe the concept of virtual community and introduce virtual community, which has become a new kind of dissemination medium. Then analyze the relationship between virtual community and customer loyalty.