资源描述：
《外文翻译-electronic customer relations management (ecrm)_学位论文.doc》由会员上传分享，免费在线阅读，更多相关内容在学术论文-天天文库。
1、Electroniccustomerrelationsmanagement(e-CRM)1introductionTodaytheon-lineenterpriseandelectroniccommerceworldoneselfverydifficultlyifthecompetitordifferentiatedfrequentlyaftercompetitionintense.ussomeon-lineenterpriseprovidestheconvenience,personalizationperfectservice.thisfortheus
2、erandsplitsuptomanyon-lineenterprises'successestothekeyfunction.Througheffectivelythecommunicationandthetransmissionproduct,theservice,theinformationaswellasthecustomerquestion,requestSolutionwhichandneeds,CRMtoconcentrateinforthecustomerprovideswiththemaintenancehigh-qualityservi
3、ce.CRMmayincludethecallprocessing(hitsfromoverseascustomerandservicerepresentativewithhitspreservestowardoverseastelephone),thesalestrack[allsalestrackandtherecording)andthetransactionsupport(useinprocessingcommercialtransactiontechnologyandpersonnel)andotherfunctions.ECRMisCRMint
4、heelectroniccommercestrategyapplication,includingtothecustomerexperienceanditsthepersonalizationandtheuserwhichwiththewebsite,thecallcenteroranyothercustomerrelationelectroniccommercewaysaffectsmutually.ICRMthisterminologymayuseinturnwitheCRMtheelectroniccommercecustomerrelationsm
5、anagement.InordertoprovidehighgradeCRM,thecompanymustformulatehasisclearaboutthegoaltheplan,andcarriesoutthisplanwiththemarketandtheinformationtechnologydepartmentcooperation.Theenterpriseanalystsshouldexaminetheplanalldetailsandthedata,liketheexpensedropsorthecustomercomplainsinc
6、reases,bydefinestheCRMsystem.ECRMisessentialtotheon-lineenterprise'ssuccess,becauserelationsbetweenthemerchantandthecustomerofarebecomeestranged,youpossiblyneversawtoperhapshasspokenwithoppositeparty.Therefore.Constructstheverticalshafttomaintainthiskindofrelations,moreunderstoodo
7、ppositepartyisextremelyimportant.Thiskindofrelationscancausethecustomertoturnheadtherepetitionpurchase.Detainstheexistingcustomertodevelopthenewcustomertohavetobemuchcheaperthan.2.TrackandanalysisdataTheon-lineadvertisingagent,theon-lineassociationandtheon-lineenterpriseuseintrack
8、ingthevisitcustomerbehavioranesse
