Based On Customer Service-oriented ZZJ Large Pharmacy E-commerce Platform Construction

With the introduction of national pharmaceutical retail policies,a lot of capital started going into pharmaceutical industry,Industry concentration is more obvious,business competition is becoming increasingly fierce and orderly,profit margins are coming down,customers' demands in logistics,experience and personalized service need to be satisfied.The transformation of sales model centered on offline medical retail stores is inevitable.Enterprises must rely on the Internet platform,through the integration of online and offline,strengthen customer service orientation,develop customer service channels,expand service content,extend the customer service chain,improve customer perceived quality,reduce enterprise operating costs,finally realize enterprise and customer value creation and promotion.This paper takes ZZJ pharmacy as the research object,starting with the related theories and methods of customer relationship management and electronic commerce construction,discusses the pre-sale,in-sale and after-sale business activities based on customer service orientation,on this basis,analyzes the requirements,functions and key processes of ZZJ pharmacy e-commerce platform,trying to build an e-commerce platform architecture including physical facilities platform,virtual support platform,business management platform,sales management platform,data collection platform,data management platform,customer analysis,company business analysis and display platform,etc.Finally,the paper puts forward the operation guarantee strategy of ZZJ pharmacy e-commerce platform which including:Establish a "customer-centered" culture management model,set up a sound e-commerce platform operation management system,establish organization structure,strengthening the basic management of the company's e-commerce platform.Finally,put forward include establish the culture of "take the customer as the center" management mode,set up the perfect e-commerce platform operation management system,establish a collaborative e-business organization structure,strengthening the mutual coordination of e-commerce company e-commerce platform for basic management work,strengthening the staff consciousness and ability of data analysis and the training of data analysis awareness and ability of all staff.This study will provide theoretical and practical reference for the construction of e-commerce platform of pharmaceutical retail enterprises.