摘要
随着Internet的不断普及和B2C电子商务的不断发展,网上消费成为一个热点。对B2C电子商务企业来说,准确把握住顾客的需求,提高顾客满意度是提高竞争力的主要途径。本文首先介绍了B2C电子商务的发展,然后介绍了什么是顾客知识管理,最后讨论了顾客知识管理是如何应用在B2C电子商务企业的。
Along with the Intemet unceasing popularization and the B2C electronic commerce unceasing development,online payment becomes a hot spot.To a B2C Electronic Commerce enterprise,accurately grasping customer＇s demands and enhance the customer satisfaction is the main way to enhance the competitive ability.This article first introduces the B2C Electronic Commerce＇s development,then introduces the concept of customer knowledge management,and finally discusses how the customer knowledge management is applied in the B2C Electronic Commerce enterprise.
出处
《价值工程》
2007年第11期93-95,共3页
Value Engineering
关键词
顾客知识管理
顾客价值
B2C
电子商务
customer knowledge
customer knowledge management
B2C
e-commerce
