网络经济下客户知识管理研究

On Customer Knowledge Management in Network Economy

飞速发展的网络经济以其时效性、非线性的特征为企业的经营模式和客户管理带来了新的挑战.描述了在网络经济条件下企业利用计算机技术、互联网技术和通信技术科学有效地进行客户知识管理,采用电话营销、网络聊天、网上服务等多种有效途径加强同客户之间的沟通与交流,更加精准地把握市场机遇,在竞争中持续发展.

Network economy with its characteristics of timeliness and non-linear nature is developing rapidly and bringing new challenges to the enterprise business model and customer management. This paper describes that the enterprises use computer technology, Internet and communi cations technology to manage customer knowledge scientifically and effectively in network economy. They adopt some effective methods to strengthen communication with customers, such as telemarketing, online chatting, web service in order to accurately grasp more market opportunities and carry out sustainable development in the competition.