Internet环境下的客户关系管理

Internet-Based Customer Relationship Management

随着电子商务活动的进一步开展 ,以客户关系管理 (CRM )为代表的新型的管理理念日益受到管理者的重视 ,基于Internet的呼叫中心作为实现CRM的重要技术支撑正经历着前所未有的变革 ,两者的进一步融合将极大地推动电子商务的发展。

With the development of the e-commerce, the new idea of the management, the customer relationship management(CRM), has been regarded. The Internet-based call center is the key technology of implementing the CRM. The combining of the two technologies will accelerate the development of the e-commerce. In this paper, the concept of the CRM and the structure of the call center have been discussed. In the last paragraph, the future research has been put forward.