电子客户关系管理介绍电子客户关系管理介绍.doc

电子客户关系管理（e-CRM） 署名外文著录Electronic customer relations management (e-CRM) SIGN:Hector Garcia-Molina FOREIGN LANGUAGR: Database System (America) 1 Introduction Today the on-line enterprise and electronic commerce world oneself very difficultly if the competitor differentiated frequently after competition intense. us some on-line enterprise provides the convenience, personalization perfect service. this for the user and splits up to many on-line enterprises successes to the key function. Through effectively the communication and the transmission product, the service, the information as well as the customer question, request Solution which and needs, CRM to concentrate in for the customer provides with the maintenance high-quality service. CRM may include the call processing (hits from overseas customer and service representative with hits preserves toward overseas telephone), the sales track [ all sales track and the recording) and the transaction support (use in processing commercial transaction technology and personnel) and other functions. ECRM is CRM in the electronic commerce strategy application, including to the customer experience and its the personalization and the user which with the website, the call center or any other customer relation electronic commerce ways affects mutually. ICRM this terminology may use in turn with eCRM the electronic commerce customer relations management. In order to provide high grade CRM, the company must formulate has is clear about the goal the plan, and carries out this plan with the market and the information technology department cooperation. The enterprise analysts should examine the plan all details and the data, like the expense drops or the customer complains increases, by defines the CRM system. ECRM is essential to the on-line enterprises success, because relations between the merchant and the customer of are become estranged, you possibly never saw to perhaps has spoken with opposite party. Therefore. Constructs the ver