电子商务环境下上海融氏企业CRM应用探析

论文编号:DZ020        包括:开题报告及任务书,论文字数:11133,页数:20

摘    要

      在电子商务环境下，企业要提高自己的竞争优势，就必须提高客户的满意度，并且使客户建立起对产品的信赖和对企业的忠诚。只有赢得客户才能实现企业的盈利。因此，在电子商务的环境下，企业正确实施客户关系管理显得极其重要。
本文主要讨论了上海融氏企业客户关系管理的发展现状、面临的困境，提出了在电子商务环境下的解决方案。首先文章强调了研究电子商务下的客户关系管理的重要意义及其研究现状；其次论述了融氏企业实施CRM的现状；然后针对电子商务环境下企业实施CRM的特点，指出融氏企业存在的问题；接下来针对上海融氏公司的现实问题，提出了具体的解决办法；最后，在总结全文的基础上，展望未来客户关系管理的发展前景。

【关键词】电子商务  客户关系  融氏企业  CRM 

Abstract

Under the electronic commerce environment, enterprises must enhance customer’s satisfaction, and impel customers to build their trust in products and to be loyal to the enterprises if they want to improve their competitive advantages. The gaining of customers is the only way for enterprises to make profits. Therefore, it is imperative that enterprises should implement CRM under the electronic commerce environment.
This thesis mainly deals with the status quo of  CRM of Shanghai Rongshi Company, and current problems, and proposes related solutions under the circumstance of e-business. Firstly, it stresses the significance and basic contents of studying CRM under the circumstance of e-business. Secondly, it focuses on the present situation of Shanghai Rongshi Company. Thirdly, it talks about the current issued when Rongshi Company carries out the CRM under the circumstance of e-business. Then, it suggests the detailed counter-measures to improve the present situation when CRM is carried out under the environment of e-business. Finally, on the basis of summarization of the whole thesis, it also looks forward to the future development of CRM.

【Key word】Electronic commerce; Customer Relations, Rongshi Company, CRM; Implementation

目  录

1 导论 .....................................................2
1.1研究背景与研究意义 ......................................2
1.2 研究现状与文献综述 .....................................2
1.3 本文研究思路........................................... 3
1.4 本文创新与不足 .........................................3
2 上海融氏企业CRM应用现状 ..................................4
2.1 CRM基本理论 ............................................4
2.2 公司概况 ...............................................5
2.3 上海融氏企业目前CRM的实施现状 ..........................5
3 电子商务环境下上海融氏企业应用CRM面临的新挑战 ............7
3.1 电子商务环境下CRM的新特点 ..............................7
3.2 上海融氏企业CRM实施面临的新问题 ........................8
4 上海融氏企业实施CRM的改进 ................................10
4.1强化目前CRM的竞争优势 ...................................10
4.2 针对新问题融氏企业应采取的解决方案 .....................11
4.3 融氏企业基于网络的CRM实现方法 ..........................13
4.4 用友针对融氏企业实施的UF/CRM实例 .......................16
5 总结和展望 ...............................................17
5.1 总结 ...................................................17
5.2 CRM的发展趋势 ..........................................18
参考文献 ...................................................19
致   谢 ....................................................20