Research, Customer Relationship Management System Based On The Business Site

Along with the quick popularity of Internet, the fast development of network, communication and information technology, an Electronic Commerce times that "product no difference" and the "customer is king" has come. How to then can reserve customer and ensure customer satisfactory and trading again become the key that raises enterprise competition ability. CRM (Customer relation management) also more and more arouse the extensive solicitude of people.In network information times, Electronic Commerce becomes the direction of future of enterprises development and Commerce Website has formed new market trade pattern. In this kind of new market environmental, it's suit essential that EC integrate with CRM. Commerce Website must regard electronic channel and Electronic Commerce as the part of CRM overall strategy in order to avoid channel conflict. Otherwise mutually independent two systems can cause the hysteresis of information, the waste of resource and produce the result of not coordinate mutual, so, make customer feel disappointed and unsatisfactory. Under Electronic commerce environment, CRM system carries out electronic development to become the research hot point of management circle, and has produced ECRM.The thesis discusses the CRM system in Commerce Website from this viewpoint, explores its overall structure, technology and implement on Electronic Commerce platform and put forward an integrated model of CRM in Commerce WebsiteThere are three parts in this paper. The first part (including chapter 1) provides the background and the practical significance of the main points in the thesis. The second part (including chapter 2, 3, 4, 5) is the main body of this thesis. Chapter 2 presents the whole frame, application goal and the overall configuration of CRM in Commerce Website. Chapter 3 discussesrealization technology of CRM in Commerce Website such as Data Warehouse. Chapter 4 discusses the influence factors, regulations and its development course of CRM in Commerce Website. Chapter 5 discusses the develop tendency of CRM in Commerce Website, analyses the integration of CRM and ERP, then put forward the intelligent and integrated model of decision support system. The last part discusses the development problem and application prospect of CRM in Commerce Website in our country, and draw a conclusion of the paper.