In the face of brutal competition in the market, if
enterprises want to seek survival and development, they
should strive to enhance their core competitiveness and
transit from the previous “product-centric” to “customercentric” management mode. At the same time, in today's
world economic integration, the revolution in information
technology has greatly changed our business model,
particularly the interaction between businesses and their
customers. The e-commerce system is a dynamic system,
one of its important features is it could use urbanization,
information technology and network technology to produce
the products required by the market by the quickest way.
Therefore, in-depth understanding of customer needs and
timely customer feedback into the design of products,
services, to provide customers with a more personalized
product will be the key to the success of e-commerce
businesses in the uncertain market demand environment.
Under such circumstances, "customer-centric" business
model makes the customer relationship management (CRM)
is particularly important in the e-commerce enterprise.