Research on Dynamic Customer-Relationship Management: from the View of E-Commerce (ID: 3-034)

摘要

Under Electronic Commerce, market-management, sale-management and customer-relationship of enterprise are substantially different from those of traditional commerce. The Customer-Relationship Management established base on e-commerce can help enterprises to reduce costs, enhance partners' cooperation, attain the desired customer value, and promote enterprise competitiveness. The paper analyzes the relation between customer-relationship management in traditional circumstances and that in e-commerce environment, and expatiates on characteristic of customer-relationship management under e-commerce. On the basis of the analyses, the paper brings up the model of Dynamic Customer-Relationship Management before sale, during sale and after sale in the enterprise.