基于因特网的客户关系管理(eCRM)系统设计

The Design of Customer Relationship Management (eCRM) System on the Basis of Internet

客户关系管理 (CRM)系统对市场、客户信息资源进行整合 ,在企业内部达到资源共享 ,从而提高了服务质量和服务水平 ,提高了消费者对产品的忠诚度 ,也为新产品的推出创造了良好的市场条件 ,进而增强企业在市场上的竞争能力。在广泛应用Internet技术的条件下 ,提出一种基于因特网的客户关系管理 (eCRM)系统架构 ,列出了在此架构的指导下的主要设计内容 ,并结合实际讨论其应用 ,为我国企业管理理论和实践的发展作一些有益的探索。

The customer relationship management (CRM) system integrates the market and customer information resource, and promotes the sharing of the resources within the company. It will improve service quality and customer loyalty to the company product. In addition, it creates good market conditions for the new product. Moreover, it will streng then the companys competition. Customer relationship management (eCRM) system architecture on the basis of Internet is put forward. The main content of the design under the guide of this architecture is presented, and its practical application discussed.