Title :
The Application Research of Web 2.0 in Customer Relationship Management
Author :
Lei, Yang ; Yang, Hao
Author_Institution :
Manage. Sci. & Eng. Dept., Shandong Univ. of Sci. & Technol., Qingdao, China
Abstract :
Web 2.0 is the general designation of a kind of interactive Internet application, the main characteristic of Web 2.0 relative to Web 1.0 is that more attention paid to the interaction with the customer. The important content of Customer Relationship Management is the interaction between the corporation and the customer, so most technology and application of Web 2.0 can be used in Customer Relationship Management. This paper discussed how to apply the popular Web 2.0 applications in the process of Customer Relationship Management to improve the function and the efficiency of Customer Relationship Management.
Keywords :
Internet; customer relationship management; interactive systems; Web 2.0; customer relationship management; interactive Internet application; Customer relationship management; Data analysis; Databases; Information services; Internet; Twitter; Web sites; Customer Relationship Management; Web 2.0; application;
Conference_Titel :
E-Business and E-Government (ICEE), 2010 International Conference on
Conference_Location :
Guangzhou
Print_ISBN :
978-0-7695-3997-3
DOI :
10.1109/ICEE.2010.794
