电子商务时代,信息技术革命极大的改变了我们的商业模式。一个企业是否有竞争力已不再完全取决于它的生产运作效率,而在很大程度上取决于它是否建立和保持良好的客户关系。这表明,现在我们已经进入了客户导向的时代。深入了解客户需求,及时将客户意见反馈到产品、服务设计中,为客户提供更加个性化、深入化的服务,将成为企业成功的关键。 E-commerce era, the revolution in information technology has greatly changed our business model. Whether an enterprise is competitive or not is no longer entirely dependent on its efficiency in production operations, but rather on whether it establishes and maintains good customer relationships. This shows that now we have entered a customer-oriented era. In-depth understanding of customer needs, timely feedback to customers, products and services design, to provide customers with more personalized, in-depth services, will be the key to business success.