京东商城客户关系管理研究-毕业论文（设计）.docVIP

京东商城客户关系管理研究 摘要 随着现代市场经济地快速发展，网络销售成为了现代商家盈利的一种流行方式。网络销售时代的来临不仅方便了购物，更提高了人们的生活水平，促进了整个社会的发展。京东商城以B2C专门经营电子类商品成为了正品品牌的代言人，以出售正品行货在消费者的心中树立了很好的企业的形象，这其中有领导人正确的方向引导，也有符合社会潮流的企业经营模式。本文结合了京东商城在电子商务环境下客户关系管理的现状，分析了京东商城传统的客户关系管理和客户关系管理存在的问题 ,以及电子商务环境下客户关系管理的需求 ,认为在电子商务环境下的客户关系管理针对客户的个性化需求 ,应具更好的销售和客户服务的功能 ,针对客户信息分散的问题和实时处理的需要 ,应利用网络社区形成交流平台，促进信息的收集。基于上述观点 ,论文提出了深化三方物流、促进信息更新、丰富客户服务、细分客户等四个模块组成的电子商务环境下京东商城客户关系管理的应对措施。本文通过对京东商城客户关系管理现状研究，希望为京东商城的可持续发展提出可行性意见。 关键词：京东商城 客户关系管理（CRM） 经营策略 Abstract：With the rapid development of modern market economy，Internet sales has become a popular way for modern merchants to make a profit，making shopping convenient ，improving people，s living standards and promoting the development of the whole society.So far，more and more enterprises are positively transforming from the profit-oriented idea to customer-oriented one in order to obtain a biggest profit.The Jingdong Mall B2C specializing in electronic goods has become the genuine brand spokesperson and established a good corporate image in the minds of consumers by selling genuine licensed，which resulted from both the correct guiding of leaders and the social business model in line with the trend.The customer-oriented business philosophy has gradually integrated into their daily management.In the institutionalized Nerword sales platform，the customer-oriented philosophy has gained more and more attention.As a more important aspect of competitive differentiation，the Jingdong Mall has planed to achieve better，faster and more personalized service by enhancing the relationship with the customers through this philosophy ，minimize the costs of retaining old customers and acquiring new customers through fully optimizing customer-facing business processes and eventually has a qualitative improvement of the ability adapting the market and the competitive strength.However，during the transforming process，there still exist unpredictable contradictions.With the guidance of the tutor and learning from corre