网上书店的CRM技术分析

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Author:MeccaSaturday,August02,20031/8CRM11(67.7%34.9%),39.4%20.1%Amazon(CRMcustomerrelationshipmanagement)Amazon(BolChina)AmazonBolChinaCRM1CRM(Customer-oriented)CRMCRMCRM(1)Author:MeccaSaturday,August02,20032/822.1Internet(2a)AmazonBolChina(2b)Author:MeccaSaturday,August02,20033/8Amazon(Third-partyseller)CRM2.22.2.1()email(banner)AmazonAuthor:MeccaSaturday,August02,20034/8Amazon(customer-centric)CEOJeffreyP.Bezos(word-of-mouth)(3)Amazon3emailAmazonAmazon(Associatesprogram)AmazonAmazon900,000Amazon2.2.2(JeffBezos)(1)=++++(1)1(shippingfee)(1)Author:MeccaSaturday,August02,20035/812.2.3AmazonCRM33.1//(cross-marketing)(cross-selling)(3)Author:MeccaSaturday,August02,20036/83/AmazonAmazonWebServicesVersion2.1APIandIntegrationGuide3.2(shoppingcart)Amazon1-click3.3AmazonAmazonAuthor:MeccaSaturday,August02,20037/8Amazon(UPS)1100000CRM4CRMFAQ(4)44.1emailCRM4.2BolChina(800)4.3Author:MeccaSaturday,August02,20038/8Amazon4.4Amazon(5)5CRMCRMCRM

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