Research of CRM in Web2.0 Value-Added Service Management
Jianbo Chen · Computer Technology and Development · 2008
Customer relationship management(CRM) makes enterprise manage the relationship of enterprise and customer entirely and effectively,establishing the long,steady relationship of both,thereby realize the maximal value of enterprise and customer.CRM is researched and used widely by enterprises.With the continuous development of Web2.0 value-added service,the traditional customer relation management could no long serve companies well.Analyses and concludes the change which traditional CRM should do according to Web2.0 by comparing with customer relation management in Web1.0.And based on it,analyses the key technologies of CRM in Web2.0.Finally according to properties of the Web2.0's valued-added service,concludes the framework of CRM in Web2.0.