Age Of Electronic Commerce, Customer Information Management

The companies will face more intensely competitive environments in the E-Commerce era. The companies must know the customers' needs and supply the satisfactory products/service only through customer information management in order to grasp the customers firmly. Thus the companies can exist and develop well. In the thesis, the concepts of E-Commerce, information management, customer information management and others are defined. And the relationships of the concepts are introduced. Based on those, the necessity and the main content of customer information management are discussed. And the relative information technologies are introduced in the aspects of information collection, information saving, information analysis, information using. Especially, web mining is systematically researched. Then the thesis studies CRM, which is based on customer information management and is an advanced idea about customer management now. The application management about CRM system is given detailed research based on the introduction of the concepts about CRM and the construction about CRM system. Finally, taking Nanjing Extreme Nice Service Co., Ltd for example, the thesis probes the application of the aforementioned theories.