客户关系管理在交通在线服务体系设计中的应用与创新

摘要

通过对交通在线服务体系进行系统研究，引入客户关系管理理论，全面阐述了客户关系管理在我国交通在线服务体系设计中的应用与创新，填补了基于客户关系管理的交通运输行业政府网站建设的研究空白。%The article studied the traffic online service system systematically, introduced customer rela⁃tionship management theory, and elaborated the application and innovation of customer relationship man⁃agement in the design of traffic online service system in China. It has filled the research gap on the govern⁃ment websites of transport industry based on customer relationship management.