电子商务环境下建设企业CRM系统的思路和策略

从探讨在电子商务环境下建设客户关系管理的思路和策略出发，分析了客户关系管理在电子商务环境下的特点，从营销管理、销售管理、客户服务管理三个方面提出了企业如何建设和实施CRM的策略，提出了在企业CRM建设中引入数据仓库和数据挖掘技术的必要性，并给出了面向CRM的综合决策支持模型。

Concept and Strategy in Implementing CRM under E- commerce Environment

In discussing the strategy how to construct CRM under the e-commerce environment the paper introduces the definition of CRM and its features. From three aspects, marketing management, sales management and service management the paper presents the strategy to construct CRM under e-commerce environment. The necessity of data warehouse and data mining technologies in CRM practice is illustrated and a frame of decision support system oriented to CRM described.