摘要
提出了基于Web2.0的客户中心关系管理(Customer-Centered RelationshipManagement,CCRM)系统的构想,并构建了CCRM的体系架构,分析了CCRM系统的主要功能模块.基于下一代互联网,结合二八定律和长尾理论,CCRM系统将对普通客户给予足够的重视,并能利用协同应用平台整合网络资源,从而使客户关系管理水平得到提高.
The idea of Customer - Centered Relationship Management （CCRM） System based on Web2.0 is provided. The system framework of CCRM is designed and the main fuction modules of CCRM system are analyzed. As a new - type CRM system based on Web2.0, CCRM system gives a high value to common customers, combined with the long tail theory and the 20/80 law. CRM is improved through CCRM system integrating network resources by CAP.
出处
《南华大学学报（自然科学版）》
2007年第2期41-45,共5页
Journal of University of South China：Science and Technology
