The Study Of 500 Chinese Enterprises Web-based Customer Relationship Management Application Characteristics

Under the increasingly fierce market competition, the concept of customer relationship management has been accepted by more enterprises. In the information age, networks are more crucial to enterprise development, and the general way to use the networks by the enterprises is to build enterprise websites. The importance of the websites in the customer relationship management is being emphasized, and more and more enterprises have begun to utilize the websites into the customer relationship management.This thesis adopts the hierarchy sampling method, samples 100 enterprises from the China's top 500 ones, and studies the characteristics of these samples applying the customer relationship management.China's top 500 enterprises are the scale-largest 500 ones selected by China Enterprise Union and China Entrepreneur Association. And the product values of the top 500 enterprises amounted to 77.04% of the GDP by that year. Therefore these enterprises had the important contribution to the national economy. This thesis has four parts: the review of basic characteristics studies, data investigation, specific characteristic analysis and the suggestions. In the first part, this thesis shows the effectiveness of the customer relationship management using websites, and then discuss the operation principles of website customer relationship management in reality. In the second part, according to the available website customer relationship management approaches, this thesis puts forward detailed investigation indicators and hierarchy samples the China's top 500 enterprises. In the third part, this thesis analyses the sample characteristics in terms of specific classification indicator characteristics and cluster characteristics. In the final part, this thesis advances the suggestions according to the respective characteristic analysis.The specific studies mainly include: (1) Based on the studies of Cliff Allen, Dutta,David,Noor et al and enterprise website investigation, this thesis points out the available website customer relationship management, and then puts forward five classes...