Web2.0增值业务的客户关系管理研究  

Research of CRM in Web2.0 Value-Added Service Management

作　　者：顾勇[1] 齐开悦[1] 陈剑波[1] 

机构地区：[1]上海交通大学,上海200240

出　　处：《计算机技术与发展》2008年第5期34-36,共3页Computer Technology and Development

摘　　要：企业通过客户关系管理能全面有效地管理客户同企业的关系,建立起长久稳定的关系,从而实现客户与企业双方的最大价值。客户关系管理在很大程度上影响着企业的发展和市场的拓展。现在越来越多的企业研究与应用客户关系管理。随着Web2.0增值业务的不断发展,传统的客户关系管理已经不能很好地为企业服务。通过与Web1.0下的客户关系管理进行比较,分析总结了传统CRM针对Web2.0所需要进行的调整,并在此基础上对Web2.0的CRM关键技术进行了分析,最后针对Web2.0增值业务的特点,总结得出了Web2.0的CRM系统框架。Customer relationship management （CRM） makes enterprise manage the relationship of enterprise and customer entirely and effectively, establishing the long, steady relationship of both, thereby realize the maximal value of enterprise and customer. CRM is researched and used widely by enterprises. With the continuous development of Web2.0 value - added service, the traditional customer relation management could no long serve companies well. Analyses and concludes the change which traditional CRM should do according to Web2.0 by comparing with customer relation management in Webl. 0. And based on it, analyses the key technologies of CRM in Web2. 0. Finally according to properties of the Web2.0＇ s valued - added service, concludes the framework of CRM in Web2.0.

关 键 词：Weh2.0 增值业务 CRM 用户管理 

分 类 号：TP393.08[自动化与计算机技术—计算机应用技术]