The study on customer relationship management under electronic-commerce environment

With the development of the information technology, electronic-commerce is coming to us and information technology revolution has enormously changed our business model, especially huge influence on the interaction relations between the enterprises and the customers. The age of the information has produced new customer relation management (CRM) and CRM under the electronic-commerce environment is called electronic CRM (eCRM). The CRM becomes the core competence of enterprises. This article has applied the method of theory with practice, deeply analyzed the target and function of CRM and emphasized the significance of the developing eCRM. The conclusions can be drawn that the objectives of CRM is improving the relationship between enterprises and the customers and enhancing the loyalty and satisfaction of customers. It has offered the reference to establish new customer relationships and develop the CRM for enterprises to some extent.