摘要
越来越多的大型零售企业宣布其全渠道战略布局,并将O2M视为企业进入全渠道战场的捷径,针对传统零售企业在线上线下协调发展的转型升级中如何管理和服务好各个渠道的客户问题,论文设计和实现了一个基于O2M全渠道零售的客户关系管理系统,首先描述了O2M全渠道的零售模式和相应的IT支撑架构,深入探讨了基于O2M全渠道零售模式下的客户关系管理系统需求,针对该需求对系统进行了设计与实现,实践证明该系统具有很好的可扩展性和稳定性。
With more and more retailers chaiming their strategic layout of omni-channel retailing,and the model of offline to mobile regarded as a shortcut to carry it out.According to the problem of managing various channel＇s customer in the transition process of online and offline coordinated development for retail enterprise,a customer relationship management system is designed and implemented for omni-channel retailing business.Firstly,it described the omni-channel retailing model and the corresponding IT supporting framework,and then study the requirement of CRM based on the omni-channel retailing model.Finally,the system according is designed and implemented to the requirement.Practice has proved that the system has good scalability and stability.
出处
《计算机与数字工程》
2015年第12期2279-2283,2287,共6页
Computer & Digital Engineering
基金
东莞市高等院校
科研机构科技计划一般项目(编号:2014106101037)
东莞职业技术学院政校行企合作开展科研与服务项目(编号:ZXHQ2014d010)
关键词
O2M
全渠道零售
客户关系管理
线上线下
offline to mobile
omni-channel retailing
customer relationship management（CRM）
online and offline（O2O）
