E-commerce Environment, Customer Relationship Management, Design And Implementation Of Strategy

E-commerce has changed the ways of enterprise's competitions and services. The achievement of sale, satisfaction degree of customer, loyalty degree of customer have become important indexes judging the success of enterprise, emphasis of enterprise business management has moved from the product to customer. Under this situation, establishing a suit of strategy to design and implement the CRM in e-commerce environment has become an important step in enterprise competition.This thesis begins with the concept of CRM, introduce the main ideas of CRM and its development situation of overseas and domestic enterprises, analyzes the problems which traditional enterprise and traditional CRM confront and the obstacle that the enterprises need to overcome when implementing CRM, confirms the requirement of CRM in the e-commerce environment. On this basic, the target and character of CRM in the c-commerce environment are defined, the functions and structure of CRM in e-commerce environment and its implementing strategies are discussed.According to the situation of FAW DL diesel, this thesis analyzes the problems existing in the management. Based on the function and structure of CRM in e-commerce environment that have been discussed, a solution of CRM appropriate to FAW DL diesel is presented.