論文外文翻譯，附帶原文，《電子客戶關(guān)系管理（e-CRM）， 外文翻譯（附帶原文）》，《Electronic customer relations management (e-CRM)》


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電子客戶關(guān)系管理（e-CRM）
1介紹
今天在線企業(yè)和電子商務(wù)世界己經(jīng)競(jìng)爭(zhēng)激烈．我們常常很難將某個(gè)在線企業(yè)與其競(jìng)爭(zhēng)對(duì)手區(qū)分開(kāi)來(lái)為用戶提供方便的、個(gè)性化的完美服務(wù)．這對(duì)許多在線企業(yè)的成功與分化起到了關(guān)鍵作用。通過(guò)有效地溝通和傳送產(chǎn)品、服務(wù)、信息以及客戶問(wèn)題、要求和需要的解決之道，CRM專(zhuān)注于為客戶提供和保持優(yōu)質(zhì)服務(wù)。CRM可以包括呼叫處理（從國(guó)外客戶和服務(wù)代表打來(lái)的與打往國(guó)外的電話留存），銷(xiāo)售跟蹤〔所有銷(xiāo)售的跟蹤與記錄）和交易支持（用于處理商務(wù)交易的技術(shù)和人員）及其他功能。eCRM是CRM在電子商務(wù)戰(zhàn)略中的應(yīng)用，包括對(duì)客戶經(jīng)驗(yàn)及其與網(wǎng)站、呼叫中心或任何其他客戶聯(lián)系電子商務(wù)方式相互作用的個(gè)性化和用戶化。iCRM這個(gè)術(shù)語(yǔ)可與eCRM交替用于電子商務(wù)客戶關(guān)系管理。為了提供高質(zhì)量的CRM，公司必須制定具有明確目標(biāo)的計(jì)劃，并與市場(chǎng)和信息技術(shù)部門(mén)合作執(zhí)行該計(jì)劃。企業(yè)分析師應(yīng)該審查計(jì)劃的所有細(xì)節(jié)和數(shù)據(jù)，如費(fèi)用下降或客戶抱怨增加，以定義CRM系統(tǒng)。

1 introduction
Today the on-line enterprise and electronic commerce world oneself very difficultly if the competitor differentiated frequently after competition intense. us some on-line enterprise provides the convenience, personalization perfect service. this for the user and splits up to many on-line enterprises' successes to the key function. Through effectively the communication and the transmission product, the service, the information as well as the customer question, request Solution which and needs, CRM to concentrate in for the customer provides with the maintenance high-quality service. CRM may include the call processing (hits from overseas customer and service representative with hits preserves toward overseas telephone), the sales track [ all sales track and the recording) and the transaction support (use in processing commercial transaction technology and personnel) and other functions. ECRM is CRM in the electronic commerce strategy application, including to the customer experience and its the personalization and the user which with the website, the call center or any other customer relation electronic commerce ways affects mutually. ICRM this terminology may use in turn with eCRM the electronic commerce customer relations management. In order to provide high grade CRM, the company must formulate has is clear about the goal the plan, and carries out this plan with the market and the information technology department cooperation. The enterprise analysts should examine the plan all details and the data, like the expense drops or the customer complains increases, by defines the CRM system.