Based On Social CRM, The Catering 020 Study

Along with the development and popularization of 3rd-generation and 4th-generation network,our work,daily life and every corner are incredibly saturated with the internet especially the mobile internet.The internet is changing everything,and since 2013 unprecedented changes have occurred to manufacturing industry,financial industry,educational industry,medical industry under the influence of internet technology,and internet thinking.What's more,in China food is what matters to people,so the catering industry is the most competitive industry with the fastest internet application.And a glittering array of innovated electronic commerce modes have been applied to the catering industry by internet enterprises,which also change the dining way.So 020 mode has emerged as times require.020 refers to online to offline,which means customers order the service or products online and pay online,yet they shall take the products or enjoy the services offline.This paper starts to discuss from the perspective of the current situation of Chinese catering industry,aiming to analyze the implementations of the platform of internet enterprises' 020 to the catering industry with the Social CRM theory based on the classic customer relationship management theory so as to further come up with policies and suggestions on implementing the 020 business mode based on customer relationship management for internet enterprises and catering enterprises.This paper shall firstly introduce the situation of catering industry and e-commerce business,especially the background and meaning of 020.In addition,it will analyze some problems in carrying out the 020 mode based on relevant theories and documents.Furthermore,it expects to have a knowledge of the current situation of the customer relationship management,analyze existing problems based on statistical data as well as summarize successful 020 cases of excellent internet enterprises and catering enterprises.Finally,it will focus on the exploration of self-innovation of 020 in catering industry to realize tripartite wins of customer,platform and catering industry in the fierce competition environment.