电子商务环境下我国物流企业CRM初探

电子商务环境下我国物流企业CRM初探

摘　要：在经济全球化和电子商务飞速发展的今天，以客户为中心的客户关系管理（CRM）是构成企业核心竞争力的关键因素，CRM不仅使物流企业在管理客户方面表现更佳，而且可以全力打造企业的核心竞争力。为此，本文首先分别阐述了电子商务和CRM的概念，随后探讨了我国物流企业在电子商务环境下实施CRM的重要意义，分析了我国物流企业CRM的现状和存在的不足，并在此基础上提出了电子商务环境下我国物流企业实施CRM的有效途径。

关键词：电子商务 物流企业  CRM

CRM Research on Logistical Enterprises of Our Country in E-commerce Environment
 
Abstract: With the economical globalization and the rapid development of E-commerce, CRM centered composes of the critical point of completive capability of enterprise CRM makes the logistical enterprise better in managing customers, but also the competitive capability of enterprise. Therefore, the paper illuminates the concept of E-commerce and CRM primary, afterwards, the thesis research on the vital significance  of the implementation of E-commerce environment. In our country and analyze the present and the existing shorting of CRM, base on this, the thesis propose some effective methods of CRM application of logistical enterprise in E-commerce environment in our country.

Keywords: E-commerce Logistical enterprise CRM