Customer Relationship Management Bases On The Internet

The rapid development of Internet brings the world economy into a highly developing period. Electronic commercial business is bringing about a new worldwide economy, which uses information technology to make the enterprises gain new value, new development, new business chances and new management. The development of the electronic commercial business promotes the development of the economy, at the same time challenges the traditional enterprises. Customer Relationship Management (CRM), first of all, is a management concept, the core of which is to regard the customers as the most important resources of the enterprises. The customers'needs are met and their profits are realized through the perfect customer service and detailed analysis of the customers. CRM is also a new management system that aims at improving the relationship between enterprises and customers. It is applied in the areas that are related with customers, such as marketing, selling, servicing and technology supporting, etc. It provides the employees working in field of marketing, selling and customer servicing with detailed and individual customer information and at the same time strengthens their following service and information analyzing abilities to establish a one to one relationship between customers and the business partners. In this way the enterprise can provide quicker and more thorough high quality service to satisfy, attract and keep more customers to increase their business volume. One the other hand, information sharing and flow optimizing effectively reduce the operating cost of the enterprises. CRM system is a combination of front stage and back stage applying system, which is based on the enhancement and automation of customer-centered marketing, selling, servicing and supporting to improve the customers'satisfaction and loyalty and bring benefits to the enterprises in the long run. CRM is based on Internet because CRM has two selling channels including calling center and Internet. Network is applied which is supposed to have reasonable organization and information structure. First of all a series of theories are put forward including not only the inevitability, actuality and network frameworks of CRM but also customers intellectual system based on CRM, structure of CRM and static and dynamic state of data base, etc. such as the three levels of network structure, knowledge discover by establishing data base and adopting a series methods of OLAP. That is to say, knowledge in which people are interested is collected. The knowledge is implied, unknown, and potentially useful. The collected knowledge takes the form of concepts, rules, regulations and patterns. The knowledge discover is a powerful tool that can realize the change from customers data and information to customers knowledge. The basic theory of CRM is applied in the design of network book-station system. Businesses of book purchase on Internet are taken as examples to change the traditional book purchase way soas to meet the demand of the development of electronic commercial business. Changes are made from traditional selling and managing concept to achieve their respective benefits. Internet acts as the interface between enterprises and customers. Since CRM is based on Internet, network is applied to gather customers'demands, make the demand information table, master customers'trends and promote quality and efficiency. When books that are demanded by the customers arrive at the storehouse, emails are sent automatically to the customers who have sent emails, which shows the caring for customers in the theory in CRM. By this way the satisfaction of the customers and the relationship between the enterprises and the customers are improved. Through registering in the network the customers'basic information is collected including when the customers become the members, their ID numbers and their grades. When the customers'purchases increase to certain amount, their positions in the basic information table will change. The more the customers purchase, the more discounts they enjoy. In this way the network attracts the members as so to not lose them easily and then achieves customers loyalty to the network. The analysis and design of the identification, classification, satisfaction and loyalty of the members are not realized because of the length of the article. There is a drawback in the article, that is, the members are not analyzed in detail. So suggestions are not put forward as to the enterprises adopting different policies to attract this part of members to...