The Study On Physical Distribution Based On CRM In The E-Commerce

As the information and network technology develop, e-commerce is applied and overseas traders of distribution are introduced, and customers' sovereign sense and service demand improve, the enterprises of distribution have never before been challenged. This thesis, under this condition, explores the physical distribution based on CRM in the e-commerce, surrounding the topic that customers are uppermost.Firstly, in order to realize customers' satisfaction and loyalty, based on former study, the DCEP model of distribution containing the four parts, namely, enterprises, customers, employees and copartners, is designed. In addition, partnering is introduced to carry out this model and established in each model, and then their collaboration is enhanced. Finally, the evaluation index system of this model is designed, and the DCEP model is evaluated by the method of AHP. In order to reinforce the management for customers, the process that enterprises carry out the CRM is put forward, including knowledge discovery, market planning, communicating and interacting with customers, and analyzing and refining. Through this process, learning relationship with customers is established.In order to meet the demand in the development of E-Commerce and the CRM for the information, the construction of information platform of distribution is explored. The menu design in the topic construction of enterprise website, enterprise operation flows, and distribution information system function are analyzed, from the two aspects of enterprise website and the design of distribution information system.Lastly, a case study for Guangzhou PGL is implemented, and the successful experience of this enterprise in the construction of information and the CRM is discussed, which provides the enlightenment for other distribution enterprises.