Title :
Research on Customer Relation Management in e-Commerce Environment
Author :
Xiong Yuanbin ; Liu Haoqiang
Author_Institution :
Econ. & Manage. Sch. of Wuhan Univ., Wuhan Univ., Wuhan, China
Abstract :
Customer relation management(CRM) is an important management concept and technique, this paper introduces the reasons for the rise of CRM and analyzes its role on enterprise management. Through implementing database marketing and data mining strategies, based on information technology, customer relationship management may facilitate companies build long-term customer relationship, maintain customer loyalty, achieve competitive advantage and sustainable development.
Keywords :
customer relationship management; data mining; electronic commerce; CRM; customer loyalty; customer relationship management; data mining; database marketing; e-commerce environment; enterprise competitiveness; enterprise management; information technology; sustainable development; Companies; Customer relationship management; Data mining; Databases; Marketing and sales; Profitability;
Conference_Titel :
Management and Service Science (MASS), 2011 International Conference on
Conference_Location :
Wuhan
Print_ISBN :
978-1-4244-6579-8
DOI :
10.1109/ICMSS.2011.5998848
