Customer Relationship Management, E-commerce Environment

This thesis- focuses on Customer Relationship Management (CRM) and its added significance in the new world of E-commerce. E-commerce, based on Internet technology, is rapidly changing the management model of all trades and all professions. The development of information technology has made CRM a key symbol of enterprise development. Simultaneously, establishing a workable CRM network has become an urgent task for all large-scale firms. Building and maintaining a solid customer relationship is crucial to gaining a competitive advantage in any industry. Recent changes in CRM also highlight how new technologies are helping to revamp the traditional business model. While CRM is only a subset of E-commerce, it is essential because it puts customers in the center of the business process. This thesis argues that the new CRM of E-commerce is real CRM and that CRM can enable E-commerce to develop swiftly and successfully. CRM is still in its primary stages of development in China, and the unique nature of Chinese CRM mirrors China's unique economic situation. Chinese enterprises must make developing CRM a priority if they want to be able to challenge the world's most competitive multi-national firms.