B2C E-Commerce´s Customer Relationship Management Based on the Long Tail

With the development of computer technology and network communications technology, e-commerce has a rapid development on a global scale. B2C e-commerce as a new shopping channel, because it has characteristics of providing sufficient information, breaking time and space boundaries, low-cost and real time, has rapid development. As a channel for transactions, B2C e-commerce also needs to be supported by appropriate customer relationship management (CRM). So e-commerce companies need to do customer segmentation based on their value, and then take appropriate customer relationship management strategy. The long tail, as the basis of a new business model, emphasizes the value of sporadic demand and small customers. In this paper we propose a new customer value model in the new economic environment based on the long tail and then offer corresponding customer relationship management strategies.