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1、Electroniccustomerrelationsmanagement(e-CRM)1introductionTodaytheon-lineenterpriseandelectroniccommerceworldoneselfverydifficultlyifthecompetitordifferentiatedfrequentlyaftercompetitionintense.ussomeon-lineenterpriseprovidestheconvenience,personalizationper
2、fectservice.thisfortheuserandsplitsuptomanyon-lineenterprises'successestothekeyfunction.Througheffectivelythecommunicationandthetransmissionproduct,theservice,theinformationaswellasthecustomerquestion,requestSolutionwhichandneeds,CRMtoconcentrateinforthecus
3、tomerprovideswiththemaintenancehigh-qualityservice.CRMmayincludethecallprocessing(hitsfromoverseascustomerandservicerepresentativewithhitspreservestowardoverseastelephone),thesalestrack[allsalestrackandtherecording)andthetransactionsupport(useinprocessingco
4、mmercialtransactiontechnologyandpersonnel)andotherfunctions.ECRMisCRMintheelectroniccommercestrategyapplication,includingtothecustomerexperienceanditsthepersonalizationandtheuserwhichwiththewebsite,thecallcenteroranyothercustomerrelationelectroniccommercewa
5、ysaffectsmutually.ICRMthisterminologymayuseinturnwitheCRMtheelectroniccommercecustomerrelationsmanagement.InordertoprovidehighgradeCRM,thecompanymustformulatehasisclearaboutthegoaltheplan,andcarriesoutthisplanwiththemarketandtheinformationtechnologydepartme
6、ntcooperation.Theenterpriseanalystsshouldexaminetheplanalldetailsandthedata,liketheexpensedropsorthecustomercomplainsincreases,bydefinestheCRMsystem.ECRMisessentialtotheon-lineenterprise'ssuccess,becauserelationsbetweenthemerchantandthecustomerofarebecomees
7、tranged,youpossiblyneversawtoperhapshasspokenwithoppositeparty.Therefore.Constructstheverticalshafttomaintainthiskindofrelations,moreunderstoodoppositepartyisextremelyimportant.Thiskindofrelationscancausethecustomertoturnheadtherepetitionpurchase.Detainsthe
8、existingcustomertodevelopthenewcustomertohavetobemuchcheaperthan.2.TrackandanalysisdataTheon-lineadvertisingagent,theon-lineassociationandtheon-lineenterpriseuseintrackingthevisitcustomerbehavioranesse
