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电子商务缩短了企业与客户在时间和空间上的距离,因此企业的经营模式不再是以订单为中心,而是转向以客户为中心,e时代的客户关系管理(eCRM)就变得尤为重要。eCRM到底由几个部分组成?eCRM厂商在国内的机遇和挑战又有哪些?带着这些问题,7月10日记者采访了太维网络(iTeleWeb)公司负责技术与客户服务中心的副总裁李宝民博士和负责市场的李慧副总裁。李宝民博士认为,CRM近几年在国际上是继ERP之后又一企业关注的热点。如果说ERP是帮助企业修练内功、提高市场占有率的话,那么CRM则是帮企业修练外功、提高客户占有率的。CRM不是一个软件包,而是一个系统,
E-commerce has shortened the distance between enterprises and customers in time and space. Therefore, the enterprise's business model is no longer centering on orders. Instead, it turns to customer-centric. Customer relationship management (eCRM) becomes more and more important . eCRM in the end composed of several parts? eCRM vendors in the domestic opportunities and challenges? With these issues, July 10 interviewed iTeleWeb responsible for technology and customer service center, Dr. Li Bao-Min, vice president And Vice President Li Hui responsible for the market. Dr. Li Baomin believes that in recent years, CRM has become a hot spot in the world after another ERP enterprise. If ERP is to help businesses practice internal strength, increase market share, then CRM is to help businesses practice external work, improve customer share. CRM is not a software package, but a system,