【摘要】 本文以Amazon、BolChina及当当网上书店为例,从营销管理、销售管理和服务与技术支持三个方面进行CRM技术分析。相关的比较分析表明:CRM系统是网上书店提升客户满意度和忠诚度,增加企业利润和竞争力的关键所在。其CRM系统的理念、功能,对类似的网络零售业有极强的借鉴和启发作用。更多还原

【Abstract】 Some analyses of CRM on bookstores online such as Amazon,BolChina and Dangdang Bookstore online,which laid emphasis on marketing management,sales management,services and technology supports,are processed in this article.The result of comparison and analyses shows that CRM systems are the key that can improve the satisfactions and loyalties of customer,and in-crease profits and competition abilities of corporations.The ideas and functions of their CRM systems are able to provide a lot of ref-erences and enlightenments to similar retailing enterprises online.更多还原