电子商务环境下的客户关系管理策略

Strategies of Customer -Relationsh ip Management in Electronic Commerce Environment

随着信息技术的不断发展,电子商务正在改变企业、家庭以及个人的管理和生活方式。在这种新兴的商务方式下,企业的市场管理、销售管理、客户管理等都将产生很大的变化。因此,电子商务环境下的管理理论与方法的研究,是摆在每一个企业面前的重要课题。本文在分析传统的客户关系管理与电子商务环境下的客户关系管理关系的基础上,深入地探讨了电子商务环境下企业在售前、售中和售后的服务过程中可以采取的客户关系管理策略。

With the development of information technology,electronic commerce is changing the way of management in enterprise,life style of family a nd people.Under electronic commerc e,market -management,sale -manage ment and customer -relationship managem ent of enterprise is substantially d ifferent from traditional commerce.Thus,it is a key issue faced by every enterprise to study the theories and methods of E -business.The paper analyses the relation between customer -relatio nship management in traditional cir cumstances and in electronic commerce.On the basic of the analyses,it studies the strategies of customer -relationsh ip management before sale,during sa le and after sale in an enterprise.