外文原文ELECTRONICCUSTOMERRELATIONSMANAGEMENT1INTRODUCTIONTODAYTHEONLINEENTERPRISEANDELECTRONICCOMMERCEWORLDONESELFVERYDIFFICULTLYIFTHECOMPETITORDIFFERENTIATEDFREQUENTLYAFTERCOMPETITIONINTENSEUSSOMEONLINEENTERPRISEPROVIDESTHECONVENIENCE,PERSONALIZATIONPERFECTSERVICETHISFORTHEUSERANDSPLITSUPTOMANYONLINEENTERPRISESSUCCESSESTOTHEKEYFUNCTIONTHROUGHEFFECTIVELYTHECOMMUNICATIONANDTHETRANSMISSIONPRODUCT,THESERVICE,THEINFORMATIONASWELLASTHECUSTOMERQUESTION,REQUESTSOLUTIONWHICHANDNEEDS,CRMTOCONCENTRATEINFORTHECUSTOMERPROVIDESWITHTHEMAINTENANCEHIGHQUALITYSERVICECRMMAYINCLUDETHECALLPROCESSINGHITSFROMOVERSEASCUSTOMERANDSERVICEREPRESENTATIVEWITHHITSPRESERVESTOWARDOVERSEASTELEPHONE,THESALESTRACKALLSALESTRACKANDTHERECORDINGANDTHETRANSACTIONSUPPORTUSEINPROCESSINGCOMMERCIALTRANSACTIONTECHNOLOGYANDPERSONNELANDOTHERFUNCTIONSECRMISCRMINTHEELECTRONICCOMMERCESTRATEGYAPPLICATION,INCLUDINGTOTHECUSTOMEREXPERIENCEANDITSTHEPERSONALIZATIONANDTHEUSERWHICHWITHTHEWEBSITE,THECALLCENTERORANYOTHERCUSTOMERRELATIONELECTRONICCOMMERCEWAYSAFFECTSMUTUALLYICRMTHISTERMINOLOGYMAYUSEINTURNWITHECRMTHEELECTRONICCOMMERCECUSTOMERRELATIONSMANAGEMENTINORDERTOPROVIDEHIGHGRADECRM,THECOMPANYMUSTFORMULATEHASISCLEARABOUTTHEGOALTHEPLAN,ANDCARRIESOUTTHISPLANWITHTHEMARKETANDTHEINFORMATIONTECHNOLOGYDEPARTMENTCOOPERATIONTHEENTERPRISEANALYSTSSHOULDEXAMINETHEPLANALLDETAILSANDTHEDATA,LIKETHEEXPENSEDROPSORTHECUSTOMERCOMPLAINSINCREASES,BYDEFINESTHECRMSYSTEMECRMISESSENTIALTOTHEONLINEENTERPRISESSUCCESS,BECAUSERELATIONSBETWEENTHEMERCHANTANDTHECUSTOMEROFAREBECOMEESTRANGED,YOUPOSSIBLYNEVERSAWTOPERHAPSHASSPOKENWITHOPPOSITEPARTYTHEREFORECONSTRUCTSTHEVERTICALSHAFTTOMAINTAINTHISKINDOFRELATIONS,MOREUNDERSTOODOPPOSITEPARTYISEXTREMELYIMPORTANTTHISKINDOFRELATIONSCANCAUSETHECUSTOMERTOTURNHEADTHEREPETITIONPURCHASEDETAINSTHEEXISTINGCUSTOMERTODEVELOPTHENEWCUSTOMERTOHAVETOBEMUCHCHEAPERTHAN2TRACKANDANALYSISDATATHEONLINEADVERTISINGAGENT,THEONLINEASSOCIATIONANDTHEONLINEENTERPRISEUSEINTRACKINGTHEVISITCUSTOMERBEHAVIORANESSENTIALMETHODISRENTSTRACKSTHEEQUIPMENTDATAWHICHTHROUGHTHERECORDINGDOCUMENTANALYSIS,THEDATAMINING,THECUSTOMERREGISTRATION,HOMEPAGECOOKIEANDOTHEREQUIPMENTCOLLECT,ALONGWITHTIMEPASSING,CANUSEINVISITINGTHECUSTOMEREXPERIENCEPERSONALIZATION,DISCOVERSTHECUSTOMERUSETENDENCYTOEXAMINETHEWEBSITETHEPOTENCYTHISTHISTRACKEQUIPMENTINUNDERSECTIONALIZATIONSPECIFYTHECORRECTDATAANALYSISANDTHERESPONSEMEASUREREALIZATION,CANUSEININCREASINGTHEMARKETCOMPETITIVEPOWER,BRINGSACUSTOMERGREATERDEGREESATISFACTIONTHEADVERTISEMENTCUSTOMERANDWEBSITEOWNERMAYUSETHEIDCARD,THEMARKINGADVERTISEMENTCLICKSWITHWEBBUGNETWORKINTERCEPTIONPROCEDURETRACKSTHEVISITORTHEIDCARDCANCAUSETHEINFORMATIONTOTRANSMITFROMTHEWEBSITETOYOURSCOMPUTERNOTINCLUDINGYOURSNAMEANDEMAILADDRESSADDRESSSPEAKINGOFYOURCOMPUTERSEARCHINFORMATION,ONLYTHENONYOURNETTHEPERSONALCOMPUTINGDIGITALADDRESSINTHENETWORKTHEBROWSERANDTHEOPERATINGSYSTEMISESSENTIALTHEADVERTISEMENTCLICKSCANCAUSETHEVISITCUSTOMERTHROUGHTOCLICKONTHEADVERTISEMENTTOSEETOTHEPRODUCTORTHESERVICETHISALSOISCALLEDTHETRACKEQUIPMENTUSE,BECAUSETHEADVERTISEMENTCUSTOMERCANUNDERSTANDTO,ANYSTANDCREATEDINABIGWAYHASCLICKEDONTHESALE,WHICHADVERTISEMENTSWEREMOSTEFFECTIVEWEBBUGORTHECLEARGIFFORMIMAGEDOCUMENTSETSINLAYSONTHESCREENINSOMEIMAGE,WEBSITEOWNERPERMITSTHECOMPANY,SPECIALLYADVERTISEMENTCOMPANY,THISTHISCOLLECTIONOFINFORMATIONPROCEDURETIBETINTHEIRSTANDDIFFERENTPARTWHENEVERTHEUSERREQUESTSTOBRINGWEBBUGTHEHOMEPAGE,WEBBUGONTOMAKEWEBBUGTHECOMPANYSERVERTOSENDOUTTHEREQUEST,LIKETHISCANTRACKTHEUSERONLINEWHEREABOUTSTHISKINDOFTRACKLAWALLOWSTHEMEMBERTOCOLLECTTHEUSERINFORMATION,FOREXAMPLE,MAYCONCEIVETHEPERMISSIONADVERTISEMENTCOMPANYTOLAYASIDEWEBBUGINITSCUSTOMERWEBSITEIFYOUVISITTOHAVEWEBBUGTHESTAND,VISITSTHEINFORMATIONABOUTYOUTOBEABLETORECORDTOONTHEADVERTISEMENTCOMPANYSSERVERTHEN,IFHAVEADVERTISEMENTCOMPANYWEBBUGYOUTOANOTHERTHESTAND,YOURVISITALSOCANBYTHERECORDTHISPERMISSIONADVERTISEMENTCOMPANYCONTINUESTOESTABLISHTHECUSTOMERDISPOSITIONDOCUMENTUNDERSEVERALNARRATEDTHETRACKANDTHEANALYSIS,INCLUDINGRECORDINGDOCUMENTANALYSIS,DATAMINING,CUSTOMERREGISTRATIONANDHOMEPAGECOOKIE21RECORDINGDOCUMENTSANALYSISWHENYOUVISITSOMESTAND,YOUONSUBMITTHEINFORMATIONFROMTHESTANDSERVERTOREQUESTTHAT,THISREQUESTISRECORDEDTHERECORDINGDOCUMENTTHERECORDINGDOCUMENTISCOMPOSEDBYTHESTANDVISITPRODUCTIONDATA,INCLUDINGEACHVISITORSPOSITION,IPADDRESS,VISITTIME,RATEOFPEOPLELOGGINGINANDOTHERINFORMATIONTHERECORDINGDOCUMENTANALYSISORGANIZESANDSUMMARIZESCONTAINSINTHERECORDINGDOCUMENTTHEINFORMATIONTHERECORDINGDOCUMENTANALYSISCANVISITTHECUSTOMERSPECIALLYINTHEDETERMINATIONTHEQUANTITY,THISKINDOFINFORMATIONMAYUSEINTHEADVERTISEMENTGOALTHERECORDINGDOCUMENTANALYSISCANTOYOUDEMONSTRATETHESTANDCHANGEORCARRIESONTHEADCAMPAIGNTHEWEBSITECOMMUNICATIONLOADEFFECTUNDERSTOODYOURSOURCEOFTOURISTSISHELPFULTOSETSATARGETWELLTHEMARKETFOREXAMPLE,IFNOTESTOHASVERYMANYINTERNATIONALVISITORS,BUTYOURMARKETINTHELOCALITY,POSSIBLYNEEDSTOCONSIDERTHEDETERMINATIONINCLUDINGTHESEVISITORSGOALMARKETS,ANDTHEREFOREREVISESTHEWEBSITE22DATAMININGSALTHOUGHTHERECORDINGDOCUMENTANALYSISISDETERMINESTHENETWORKCOMMUNICATIONLOADSTATISTICSTHEGOODMETHOD,BUTFINALLYYOUMUSTKNOWABOUTYOURSCUSTOMERMORESITUATIONSTHEDATAMININGUSEALGORITHMANDTHESTATISTICALTOOLSEEKTHESOURCEINTHECUSTOMERVISITDATAMODELALTHOUGHTHEENTERPRISE“THEDATAISRICH“,BUTVERYLITTLEFULLYUSESTHESEDATATHEMANUALINSPECTIONMASSIVEDATACOSTAGREATDEALOFMONEYEXTREMELYTIMECONSUMINGTHEENTERPRISEMAYINTHESERVICEDATAEXCAVATIONANALYSISCOMPANYINTERIORORTHEMARKETTENDENCY,THISKINDOFINFORMATIONTRANSFERSBUTHELPSTHEIREFFECTIVELYMARKETINGPRODUCT,THEMANAGEMENTENTERPRISETHEPUBLICMODELCANTHROUGHTHEHELPENTERPRISEUNDERSTANDWELLITSCUSTOMER,ENHANCESCRMANDTHEMARKETINGCOMPETITIONTHEENTERPRISEALSOCANDISCOVERTHENEWDEMANDEITHERTHEIMPROVEMENTPRODUCTORTHESERVICETHROUGHTHERESEARCHCUSTOMERPURCHASEMODELTHEHNCSOFTWARECOMPANYPROVIDESDATABASEMININGMARKSMANWWWHNCMARKSMANCOMTHEPRODUCTCANEXCAVATETHEDATA,ANDPROVIDESTHESTATISTICALMODEL,THECUSTOMERANALYSISANDTHEMARKETINGCOMPETITIONTOMARKETALLQUARTERSFOREXAMPLE,ITCANHELPYOUTODETERMINETHECORRECTMARKETINGCOMPETITIONGOALCOMMUNITYTHEHNCSOFTWARECOMPANYFILLSOUTAFORMANDTHEQUALIFIEDPERSONTOTHESEPROVIDES30DAYLONGFREETESTSDATADISTILLERIESWWWDATADISTILLERIESCOMALSOPROVIDESTHECUSTOMERRELATIONSMANAGEMENTPRODUCTANDTHESERVICE,INCLUDINGISCALLEDASDD/MARKETERDATAMININGSOFTWAREVISITSWWWANGOSSCOM/KSPROD/KSPAGEHTMMAYDOWNLOADTHEFREEKNOWLEDGESEEKEREDUCATIONVERSION,THISISTHEDATAMININGPRODUCTWHICHPROVIDESBYTHEANGOSSSOFTWARECOMPANYOTHERPROVIDETHEDATAMININGSERVICETHEWEBSITEALSOTOHAVEWWWAPPLIEDMETRIXCOM,WWWDATAINSTINTSCOMANDWWWSMARTDRILLCOM23CUSTOMERSREGISTRATIONSWHENPROVIDESTHEACTUALBENEFITTOTHECUSTOMER,SUGGESTEDCARRIESONTHECUSTOMERREGISTRATION,THEREQUESTCUSTOMERFILLSININDIVIDUALINFORMATIONINTHETABLEWITHBYTOPRODUCETHEDISPOSITIONDOCUMENTWHENEACHTIMETHECUSTOMERUSEUSERNAMEANDTHEPASSWORDREGISTERTHEWEBSITE,THEIRBEHAVIORCANRECEIVETRACKSANDSTOREINTHECOMPANYTHEDATABASETHISINFORMATIONISHELPFULINTHECOMPANYDESIGNSTHESTAND,THECUSTOMERSERVICEANDTHEMARKETINGSTRATEGYINVIEWOFTHECUSTOMERDEMANDWANTSTHECUSTOMERREGISTRATIONTOBEVERYDIFFICULTTHEPEOPLEDONOTWOULDRATHERFREQUENTLYFILLINREQUESTINDIVIDUALINFORMATIONTHEFORMTHEESTABLISHMENTCUSTOMERDOCUMENTBESTMETHODREQUESTSTHELEASTINFORMATION,LIKEUSER,PASSWORDANDELECTRONICMAILADDRESSIFTHEWEBSITEPROVIDESTHEONLINESERVICE,PROVIDESTHEFREETESTORTHEFREEEXAMPLELETSTHECUSTOMERREALIZETHISSERVICE,YOUSHOULDENCOURAGETHELATENTCUSTOMERREGISTRATIONREGISTRATION,FORTHEINDUCTIONUSERREGISTRATION,THEVENDINGCOMPANYMAYPROVIDESOMEPLEDGES,LIKEONTHEFREEPRESENTCARD,THEFREECALLINGCARDORTHENETTHESHOPPINGDISCOUNT,THEREGISTRATIONPROCESSSHOULDBEQUICKLYEASY,OTHERWISETHEUSERPOSSIBLYWALKSAFTERTHEPOTENTIALUSERREGISTRATION,YOUSHOULDSENDTHEEMAILTOTHEM,ANDWELCOMETHEMINCLUDINGTHEIRSUSERTOVISITTHEWEBSITESOMEWEBSITESASKEACHUSERTOPROPOSEONLYTHENTHEUSERTOKNOWTHEANSWERTHESPECIFICQUESTIONIFTHEUSERHASFORGOTTENTHEPASSWORD,CANASKTHEIRTHISQUESTIONAFTERRECEIVESTHECORRECTANSWER,THEWEBSITEPOSTALGIVESTHEPASSWORDTHEUSER3PERSONALIZATIONTHEPERSONALIZATIONUSECOMESFROMTHETRACK,THEEXCAVATIONANDTHEDATAANALYSISINFORMATION,HASCUSTOMMADEITFORTHECUSTOMERWITHBETWEENCOMPANYSMUTUALFUNCTIONPRODUCT,THESERVICE,THEWEBSITEANDEMPLOYEES,THEUSERANDTHECOMPANYALLCANPROFITFROMTHESOURCEINTHEPERSONALIZATIONSPECIALTREATMENT,PROVIDESTHESPECIALBENEFITTOYOURSCUSTOMERTHECONTENT,ISHELPFULINESTABLISHESONEKINDOFRELATIONS,YOUCANRETURNSTOTHEWEBSITEWHENEACHTIMETHECUSTOMERRELYONTHISKINDOFRELATIONS,THROUGHPROVIDES,THEADVERTISEMENT,THEPROMOTIONANDTHESERVICELOCKONTOTARGETUSERPERSONALLY,THEUSERMAYENJOYTHEPERSONALIZATIONATTENTIONANDBEPOSSIBLYMORELOYALATFIRST,FEELSFREQUENTLYWITHTHEACTUALSTORETOINDIVIDUALSERVICECOMPARES,THEINTERNETLACKSTHEPERSONALIZATIONHELPCOMPLEXTECHNICALHELPVERYMANYWEBSITESPROVIDEWITHTHECUSTOMERINDIVIDUALRELATION,FOREXAMPLE,AMAZONCOMPROVIDESTHECUSTOMERREGISTRATION,THERECOMMENDATIONPRODUCTANDTHEPERSONALIZATIONRECEPTIONCUSTOMERTHEPERSONALIZATIONISVERYIMPORTANTTOTHENETWORKMARKETING,SPECIALLYTOMANAGESTHECUSTOMERRELATIONSBYTOENHANCETHECUSTOMERLOYALTYCOLLABORATIVEFILTERINGCOMPAREDTHECURRENTUSERSINTERESTANDTHEPOLICYMAKINGRANKANDTHEPASTUSER,BYPROVIDESWITHTHEPRESENTUSERINTERESTCORRELATIONCONTENTMUSICANDTHEBOOKSWEBSITEMAKESTHERECOMMENDATIONAFTERCOMMONLYUSEDCOLLABORATIVEFILTERINGTOTHEUSERVISITSWWWSHADOWIEORBERKELEYEDU/HUMOR/INFOHTMLEXPERIENCESTHESOURCEFROMTHECOLLABORATIVEFILTERINGPERSONALIZATIONTHEAPPRAISALLISTSJOKETHENREGISTRATIONFREEGAINUSECOLLABORATIVEFILTERINGRECOMMENDATIONJOKETHISWEBSITEALSOPROVIDESWITHOTHERINCLUDESTHECOLLABORATIVEFILTERINGINFORMATIONTHEWEBSITELINKBASEDONRULEPERSONALIZATIONEXPRESSIONPERSONALIZATIONCONTENT,THESECONTENTSBASEDONFORMULATIONRULESANDREGULATIONSORSUPPOSITIONUSERDISPOSITIONDOCUMENT31INTELLIGENTAGENTSTHEINTELLIGENTAGENTISONEKINDOFPROCEDURE,CANONLINEUSE,HELPSTHEUSERTOCOMPLETEASSIGNSTHEDUTY,AUTOMATICALLYCOMPLETESTHETASKINCLUDINGTHESEARCHINFORMATIONADVANTAGEFOREXAMPLE,FOUNDTHEFLOORPRICETHROUGHTHEHELPUSERSOMEPRODUCTBUTTOBEABLETOSAVETIMEFORTHEUSERIFDOESNOTUSETHEINTELLIGENTAGENT,THEUSERMUSTVISITVERYISSUEDTHISPRODUCTTHEWEBSITE,BYDECIDEDWHICHWEBSITEBIDSLOWLYTHEINTELLIGENTAGENTALSOCANTHROUGHPROVIDEWITHTHEUSERINTERESTCORRELATIONCONTENT,BUTMAKESTHEPERSONALIZATIONMETHODUSETHEWEBSITEWHICHSOMEINTELLIGENTAGENTSCANOBSERVEYOURNETWORKSURFINGCUSTOMANDTHESHOPPINGBEHAVIOR,WHICHTHERECOMMENDATIONMUSTBUYTHENEWPRODUCTORWANTTOVISITTHEYCANHELPTHEELECTRONICCOMMERCEENTERPRISETOPROVIDEONEKINDTOBESIMILARTOAPERSONTOINDIVIDUALCORRELATIONLEVELCUSTOMERSERVICEFOREXAMPLE,IFMUSTBUYANEWCOMPACTDISCPLAYERINBOSTONSUSER,HEISCONSIDERING5SMALLDISHESRECORDPLAYERSBEFORETHISUSERHASPURCHASEDARECEIVERANDADOUBLECALLIPERTAPERECORDER,ALLISFIRSTCLASSHEHASALSOPURCHASEDTHEMASSIVECOMPACTDISCROLLSTHESTONEORCHESTRAINCLUDINGTHREETHEPHONOGRAPHRECORDACCORDINGTOTHISUSERSPURCHASEHISTORY,THEINTELLIGENTAGENTMAYRECOMMENDTHEMANYKINDSOFFIRSTCLASS5SMALLDISHESRECORDPLAYER,ALSOMAYRECOMMEND100SMALLDISHESCONVERTERSWHICHJUSTWENTONTHEMARKET,ITNOWTHEPRICEAND5SMALLDISHESRECORDPLAYERISSAMEBECAUSETHISUSERISASINGERFANASIFWHICHROLLSTHESTONEORCHESTRA,THISORCHESTRAJUSTANNOUNCEDWILLPERFORMINNEXTFEWMONTHINTRINSICBOSTON,THEINTELLIGENTAGENTMIGHTINFORMTHISUSERINBOSTONCOMINGSOONTOURING,WILLPROVIDETOBUYTICKETSWATCHESTHEPERFORMANCETHECHOICE32PERSONALIZATIONSANDRIGHTOFPRIVACYSOMEPEOPLEFELTTHAT,THEPERSONALIZATIONISREPRESENTINGTOTHEIRRIGHTOFPRIVACYINFRIGEMENTHOWEVER,MOREOVERSOMEPEOPLESIMPLYHAVENOTPERHAPSREALIZEDTHEDATAINTOCOLLECT,ANDALREADYINWEBSITEPERSONALIZATIONTHISARGUMENTFOCALPOINTISPERMITSTHEPERSONALIZATIONTHETECHNOLOGYFOREXAMPLE,THEHOMEPAGECOOKIEPERMISSIONELECTRONICCOMMERCEWEBSITERECORDSVISITORSBEHAVIOR,ARECOGNITIONMOREVALUABLEUSERMANYUSERSHAVENOTREALIZED,WHENTHEYGLANCEOVERTHESPECIALWEBSITE,HOMEPAGECOOKIESTORESTOONTHEIRSCOMPUTERTHEMARKETMERCHANTUSESFORTHEMFROMTHEDATARESEARCHOBTAINSINDIVIDUALINFORMATIONTHEMETHODTOHAVETOBEPRUDENTTHEPERSONALIZATIONASSOCIATION,FORMSNEWLYTHEMAINWEBSITEASSOCIATION,ATTEMPTSINDIVIDUALWHICHHOLDSTHESETOLIKESPLICINGTHEIRNETWORKEXPERIENCEINJUNE,2000,THISASSOCIATIONANNOUNCEDARESEARCH,POINTEDOUTTHEMAJORITYUSERALLLIKESINFACTTHEIRSINFORMATIONANDTHEBEHAVIORSTORAGERECORDS,THISFINDINGSMAYPASSWWWPERSONALIZATIONORGSEESTOWHENSOMEUSERSPOSSIBLYMUSTSPLICEINDIVIDUALLYTHEIRSNETWORKEXPERIENCE,ANOTHERSOMEPEOPLETHOUGHTACTUALLYRECORDSTHEIRBEHAVIORISTOTHEIRPRIVACYINFRIGEMENTIFSUITABLYUSESANDKEEPSFIRMLYINMINDTHEUSERTHERIGHTOFPRIVACY,THEPERSONALIZATIONTECHNOLOGYTHROUGHMEETSTHEUSERNEED,CANANDTHEUSERESTABLISHMENTSTABLERELATIONS4RELATIONCENTERTHEUSERALSOOUGHTTOBEABLETHROUGHTHECALLCENTERDEVELOPMENTTRANSACTION,TODISCOVERTHEQUESTIONTHEANSWER,CUSTOMERSERVICEREPRESENTATIVECSRINTHETRADITIONALCALLCENTER,CANFINDTHEMTHROUGH800NUMBERSHASTHEMULTIMEDIARELATIONCENTERTHECOMPANY,ALLOWSTHEBELTINTERNETCONNECTIONTHEUSERTHROUGHTHEEMAIL,THEONLINETEXTTOCHATORTHEREALTIMEPRONUNCIATIONCORRESPONDENCERELATESCSRISCALLEDTHECALLCENTER,THEELECTRONICRELATIONCENTER,CALLSTHEMULTIMEDIARELATIONCENTER,THEGOALALLISSAMENAMELYPROVIDESTHESERVICEEXPERIENCEFORINDIVIDUALCUSTOMER,THISNEEDPERFORMSTOEACHCUSTOMERREQUESTANDTHEQUESTIONINDIVIDUALLYTOCONSIDERFORPROVIDESTHECUSTOMERCOMPREHENSIVEOPINIONCOMPANYTOCRSTOINTEGRATEALLCUSTOMERSSERVICEFUNCTIONDILIGENTLYINTHEPASTCSRALWAYSCONSIDEREDTHEEXPENSE,WILLCONVERSEONTHETELEPHONETHETIMINGCONTROLTORECEIVETHEENCOURAGEMENTINTHESHORTESTPROCEDURENOWTHEINTERNETCANSERVEASOTHERCUSTOMERRELATIONCHOICE,THECREATIONOPPORTUNITYTOCUSTOMEREXPERIENCEPERSONALIZATIONPROCESSING,THISINCREASEDTHECUSTOMERLOYALTYANDTHESALESVOLUMETHEMULTIMEDIARELATIONCENTERWILLCHANGECSRTHECULTURE,CSRMUSTBEPROFOUNDERINTHETECHNOLOGY,WILLPROCESSALLFORMSTHECUSTOMERRELATIONTHEQUESTIONNOLONGERISANSWERSTHEQUESTIONINTHESHORTESTTIMECSRMUSTPROVIDETHEEXTREMEPERSONALIZATION,LETSCUSTOMERSATISFACTIONTHEEXPERIENCETHEQUANTITYWHICHTHENEWFORMCUSTOMERRELATIONCANTHROUGHTHEREDUCEDTELEPHONEBILL,WHICHINCREASESERVICEREPRESENTATIVEBEABLETOPROCESSTHECUSTOMERINQUIREDTOREDUCETHEEXPENSE3COMWWW3COMCOMHASPROVIDEDCONTACTTHEADVANTAGETHISKINDOFRELATIONCENTERSOLUTIONTHISPLANHASPROVIDEDIPCONTACTTHEIPRELATION,SOUNDTELEPHONEANDFACSIMILESERVICE,WEBCONTACTNETWORKRELATION,NETWORKCHATTED,CLICKSONCONVERSATIONANDRETURNEDTELEGRAMANDULTIMATECONTACTINTEGRATEDALLCUSTOMERSRELATIONCHANNEL,PROVIDEDCOMPREHENSIVECUSTOMEROPINIONTHISPLANTAKESLIGHTLYTOTHEMEDIUMENTERPRISEASAGOALSOMECOMPANIESPOSSIBLYCHOOSEBUYFROMOUTSIDETHERELATIONCENTEREQUIPMENTIFASARESULTOFTHEEQUIPMENTEXPENSE,THEWORKSPACE,SERVICEREPRESENTATIVEANDTHETECHNICALSUPPORTREASON,THECOMPANYINCAPABLYCOMPLETESTHERELATIONCENTER,THISISPOSSIBLYRIGHTSTREAMINTERNATIONAL,INCWWWSTREAMCOM/STREAMNSFHASPROVIDEDEXTERIORPURCHASETECHNICALSUPPORTTOTHECOMPANYOTHERPROVIDEEXTERIORPURCHASERELATIONCENTEREQUIPMENTTHECOMPANYALSOTOINCLUDESITELCORPORTIONWWWSITELCOMANDTELETECHWWWTELETECHCOMSITELCORPORATIONHASMORETHAN70CUSTOMERSADMINISTRATIVECENTER,PROCESSINGCOMESFROMTHEWORLDEACHPLACECUSTOMERTELETECHINITSCUSTOMERCORRELATIONCENTER,USESITSMULTICHANNELSCUSTOMERCORRELATIONPLATFORMCYBERCARETHISGAVETHECUSTOMERTOREPRESENTANINDEPENDENTCUSTOMERANGLEOFVIEW,BUTNOMATTERREPRESENTEDTHERELATIONUSETHEMETHOD41COMMONQUESTIONSANDANSWERSINTHEWEBSITECOMMONQUESTIONANDANSWERFAQTHEITEMWILLHELPTHECUSTOMERTOFINDTHEIRCERTAINQUESTIONSTHEANSWER,OMITTEDCUSTOMERSERVICEREPRESENTATIVETODEALWITHTHEISSUETHETIMETHESEQUESTIONSIFNOBODYCORRELATIONISIMPOSSIBLETOREPLYTHESELFSERVICESERVESTHEFAQSOFTWAREANDTHENETWORKFAQSOFTWAREHELPCOMPANYPROVIDESTHEUSEFULANSWERTOTHEGENERALCUSTOMERQUESTION,THETRACKUSERUSESTHESEEQUIPMENTEXCEPTPROVIDESTHEFAQITEM,MUSTPROVIDETHETELEPHONENUMBERANDTHESUITABLEELECTRONICMAILADDRESSLIKEHASTHENECESSITYAFTERALLOWSTHEPEOPLETOGLANCEOVERTHEFAQITEMTORELATEFOROTHERINFORMATIONWITHYOUBECAUSEFAQISIMPOSSIBLETOANSWEREACHCUSTOMERTHEQUESTIONANOTHERSUPPLEMENTEDAFAQCHOICEINCLUDINGTHEWEBSITEINSEARCHENGINE,THEPERMISSIONUSERSTRIKESACHARACTERORTHEPHRASEFOUNDINTHEWEBSITEANDTHESPECIALQUESTIONCORRELATIONINFORMATION42EMAILSIFTHECOMPANYDOESNOTPREPARETOINVESTTHECOMPLETECRMSOLUTIONEMAILTOBEABLETOPROVIDEANINEXPENSIVECUSTOMERSERVICESOLUTIONSENDSTHEEMAILTHANKSUSERPURCHASE,PROVIDESTHENEWPRODUCTTHISINDICATEDTOYOURSUSERTHAT,YOUFEELGRATEFULTHEIRPATRONAGE,ANDISWORKINGDILIGENTLYTHEPRODUCTWHICHPROVIDESFORTHEMNEEDSTHEUSERMAYUSETHEEMAILTOASKTHEQUESTION,EITHERAPPRAISALCOMPANYSSERVICEORPRODUCTASACUSTOMERSERVICEPART,THEUSEEMAILISVERYIMPORTANTBUT,IFYOUHAVETHEFINANCIALRESOURCETOPROCESSTHESEREQUESTS,ITISONLYTHESUITABLEMETHODTHEINTERNETBROUGHTTHEENTERPRISEKEENCOMPETITION,THECUSTOMERHASNOTBEENWILLINGTOWAITFORALONGTIMEPOSSIBLYTHEEMAILREPLYTOTHECUSTOMEREMAILINQUIREDTHEMOSTIDEALREPLYSHOULDCOMPLETEIN48HOURS43ONLINETEXTSCHATTHEONLINETEXTCHATTEDHASPROVIDEDTHEREALTIMEFORMWHICHTHECUSTOMERANDBETWEENCUSTOMERREPRESENTATIVECORRESPONDEDIFTHECOMPANYPROVIDEDTHETEXTTOCHAT,BECAUSEHASNOTOBTAINEDTHEANSWERBUTTOBEPOSSIBLETODECIDELEFTTHEWEBSITETHECUSTOMER,COULDCHOOSEANDTHECUSTOMERREPRESENTSRELATESIMMEDIATELYSOMECUSTOMERSREPRESENTTIMEPOSSIBLYCONTINUEPROCESSATEXTTOCHATBUTTRADITIONALSERVICEREPRESENTATIVEUSUALONLYCANPROCESSACUSTOMERTHROUGHCLICKSONTHEBUTTON,ASSIGNSOUTTHESMALLWINDOWWHICHATEXTCHATS,THECUSTOMERWHENCHATSWITHSERVICEREPRESENTATIVEALSOCANCONTINUETOGLANCEOVERTHEWEBSITETHISLETSCUSTOMERREPRESENTATIVEOBSERVESTOTHECUSTOMERINQUIRYWHENTHETHINGWHICHLOOKEDTHETEXT“CHATS“ISIMMEDIATEHOWEVER,IFREPRESENTATIVEISBUSYWITHVERYCHATSTHEITEM,THECUSTOMERWILLFEELTHEREPLYDELAYTHETEXTCHATSALSOPOSSIBLYLOSESVIVIDWHICHTHEHUMANITYEXCHANGES,BECAUSEDOESNOTHAVETHESOUNDINTONATIONANDTHEEXPRESSIONWHENWRITESWITHTHETEXTANDISREADBYCUSTOMERSERVICEREPRESENTATIVE,THEINFORMATIONMEANINGPOSSIBLYISMISINTERPRETEDCHATSALONGWITHTHETEXTWITHTHEMOBILEMEDIACHANGESPOPULARLY,THECUSTOMERSERVICECHATSPOSSIBLYINCLUDESTHELIVETVCONFERENCE,LETSCUSTOMERSERVICEREPRESENTATIVEANDTHECUSTOMERLOOKSMUTUALLYTHETEXTCHATSORTHEUSEPRONUNCIATIONEXCHANGESTHISISHELPFULINESTABLISHINGASPECIALPERSONALIZATIONSTANDARD5B2BELECTRONCUSTOMERRELATIONSMANAGEMENTTHEB2BELECTRONICCOMMERCEKEYDISPLAYSISTHEEFFECTIVECUSTOMERRELATIONSMANAGEMENTCRMINTHEB2BCOMMERCE,B2BCRMISDIFFERENTWITHB2CCRMWHENYOUSELLTHEPRODUCTTOANOTHERENTERPRISE,YOUSOLDFORSOMEARENOTPOSSIBLYTHEPRODUCTDIRECTUSERSPERSONBECAUSETHEPRODUCTUSERSOPINIONORTHEAPPRAISALISPOSSIBLEWITHYOUTHEDIFFERENCEWHICHHEARSFROMCOMPANYCONTACTPERSONTHEREINVITESYOUTHECONTACTPERSONANDTHETERMINALUSERCHATS,CANDISCOVERTHETERMINALUSERCONSTRUCTSTHEPARLIAMENTTOPROMOTETHEPRODUCTO