本文就旨在论述电子商务环境下的顾客关系管理系统(EC-CRM)在现代企业中的应用,从而提高现代企业在知识经济新形势下的核心竞争力,实现成功的顾客关系管理。文中结合个案分析说明:虽然CRM仅仅只是电子商务的一个子集,但它的应用会使企业利润、客户满意度与忠诚度等多方面得到提高,为现代企业适应知识经济与信息时代作出贡献。 This article aims to discuss the application of customer relationship management system (EC-CRM) in modern enterprises in e-commerce environment so as to improve the core competitiveness of modern enterprises under the new situation of knowledge-based economy and achieve successful customer relationship management. The case study shows that although CRM is only a subset of e-commerce, its application will improve enterprise profits, customer satisfaction and loyalty in many aspects and contribute to the adaptation of the modern enterprise to the knowledge-based economy and the information age.