Some analyses of CRM on bookstores online such as Amazon,BolChina and Dangdang Bookstore online,which laid emphasis on marketing management,sales management,services and technology supports,are processed in this article.

• 本文以Amazon、BolChina及当当网上书店为例,从营销管理、销售管理和服务与技术支持三个方面进行CRM技术分析。