Case analysis of e-commerce decentralization

1. Excerpt: yishop e-commerce system
at present, the best e-commerce in China is "centralized" mode. The so-called centralized mode means that an e-commerce platform concentrates all businesses and eyeballs / traffic and becomes the first entrance for consumers to shop. Consumers find goods through this entrance, and the platform allocates benefits through this entrance<

the concept of decentralization has been boiling in the past two years, and the climax appeared in December last year. Zhang Xiaolong elaborated the eight views of wechat public platform in detail, one of which is that "wechat wants to build a real decentralized system, it will not provide a centralized traffic entrance to all public platform parties and third parties".

2. Bitcoin, Leyte coin, dogcoin, Diandian coin, American card coin, bitstock, dark coin, black coin, Ruibo coin, Malaysian coin, Mediterranean coin, Yuanbao coin, Zhaocai coin, sand coin, network gold

3. Social e-commerce is a new sales model derived from e-commerce. It relies on the interpersonal network, social media as a means of communication, through social interaction means to facilitate commodity transactions. Compared with traditional e-commerce platforms, social e-commerce has more comprehensive services, lower operating costs, and the sharing consumption mode makes it easier to get the trust of consumers. The reason why social e-commerce can become a dark horse in the market is inseparable from its decentralized business model. The essence of e-commerce is retail, so retail must be maintained by the three dimensions of people, goods and market. The decentralization of social e-commerce can make more and more consumers turn from the original purposeful consumption to improvisation and passive consumption. Legendary life and other social e-commerce companies adopt the decentralized mode, which is just in line with people's demand for personalized and labeled shopping. It not only ensures the quality of goods, but also reces a series of operating costs.

4. First, the goal of refined operation. For example, if your proct is just a tool, I'm afraid it can't be said that there are too many refined operations. Generally, it's enough to do a good job in routine user behavior analysis, and then cooperate with user qualitative research to guide proct design; If it is a content-based proct, or a proct with both function and content, it really needs to be considered. 2. Design statistical framework suppose that users will frequently interact and use functions on your app, and browse or generate content at the same time, so you need to design your statistical framework well while designing procts. 2、 Data collection first lists the data items you need, then evaluates which parts need to be reported by app and which parts can be counted in the background, and then adds them on the front and back platforms. Generally speaking, the collected data reported by app must be carefully checked and tested before release, because once the version is released and the data collection goes wrong, not only the previous efforts are wasted, but also a lot of dirty data will be brought. At the same time, the running efficiency of the client may be reced, and the gain is not worth the loss. 2. After data collation and data collection, all kinds of original data need to be processed into intuitive and visible data needed by proct managers. Here, we need to do some basic data logical association and display, so we won't repeat it. 3. Data analysis according to the statistical framework designed at the beginning, you can clearly see the data you need. Of course, the above is just a more basic analysis. If you get these data, you can analyze that users who use a function also like B function. The two are closely related. Can you consider more integration or interface adjustment in front-end design; For example, by analyzing the click stream, what are the paths for most users to visit or use the app, and do they hide the core functions too deeply? For another example, we can analyze different user attributes, such as male users and female users. Do they have significant differences in user behavior? wait. There is a big gap between the data analysis methods and models of different procts, which cannot be explained at once. So the above are more examples. 3、 Some principles need to be noted: 1. The data itself is objective, but the data interpreted must be subjective. The same data analyzed by different people is likely to draw completely opposite conclusions, so we must not analyze it with opinions in advance (for example, if we have hypotheses, we can use the data to demonstrate them); 2. Data collection by app must be of low priority. It can't affect proct performance and user experience because of data collection, and it can't collect user's privacy data (although many domestic apps don't do this); 3. Data is not omnipotent. You should trust your own judgment.

5. In a system with many nodes, each node has a high degree of autonomy. Nodes can connect freely to each other to form a new connection unit. Any node may become the stage center, but it does not have the mandatory central control function. The influence between nodes will form nonlinear causality through the network

6. What is o2o
o2o, online to offline, combines offline business opportunities with the Internet, making the Internet the front desk of offline transactions. Through the Internet, the idle resources of offline (especially local merchants) are aggregated, and consumers screen and pay online, and then consume offline<

the development of o2o:

according to the data of consumption research institutions, the proportion of fast-moving consumer goods purchased from e-commerce channels in China reached 30% in 2013, 12% higher than that in 2011, and the penetration rate of first tier cities was as high as 46%. When the physical retail instry was strongly impacted by e-commerce, o2o transformation became a necessary change, The retail instry, which combines e-commerce with physical development, will be a powerful new force in the future. On the whole, the o2o market is divided into a number of local life service fields, including catering, movies, hotels, shopping, etc. at the same time, it is also regarded by the instry as another trillion level market after e-commerce. In the past year, all retail brands have increased their efforts in the o2o field, and restaurants and hotels have cooperated with the online map open platform; Intime department store and Ali jointly try Alipay wallet line experience; Wangfujing Department store, Haidilao and other enterprises also try Tencent wechat payment to cooperate. Even Shunfeng, a logistics giant, has started its o2o journey - Heke convenience store. The most eye-catching is the recently popular & quot; Teng million cooperates with o2o & quot; Big news has even pushed the word o2o e-commerce to the top of the list

opportunities for commercial real estate brought by e-commerce o2o

2. Continue to gather popularity and lead online customers to offline customers

3. Meet customers' shopping, information acquisition and other needs, and enhance customer viscosity< The o2o mode is not a simple internet mode, and the implementation of this mode is not a small challenge to the offline ability of enterprises

2. The key point of o2o mode is that the platform attracts consumers through online way, but the service or proct that is really consumed must be experienced offline by consumers, which puts forward higher requirements for offline service

3. Therefore, how to ensure the symmetry between online information and offline business services will become a key node to challenge whether o2o mode can really develop

4. If o2o mode attracts consumers with price advantage, how to balance the difference between online price and offline price, ensure the interests of both consumers, or pay more attention to which consumers can attract the maximum customer flow is also a difficult problem<

analysis of typical o2o cases

analysis of Suning e-buy o2o

o2o concept: "Suning's purpose of o2o is to take Internet retail as the main body, and to form the o2o mode of" combination of shop + e-commerce + retail service provider ", so as to form the unified standard of" commodity, price, promotion, payment and service "online and offline& quot;

analysis of the advantages of Suning o2o

1. Suning combines its own B2C platform, Suning e-buy, which gives Suning sufficient experience and skills in building its own o2o platform

2. Suning implements the comprehensive integration of online and offline members, and hundreds of millions of members accelerate the development of al channel consumption in Suning, expanding the leading mode of o2o in Suning

3. Suning has a powerful ERP system to realize the unified management of Finance and warehousing

4. Suning has developed the third-party payment tool of EFB

5. Suning has a perfect after-sales service system

6. Suning is a retail giant and has strong bargaining power for joint brands

7. The layout of Suning's physical stores in cities below the third tier is far superior

problems faced by Suning's o2o

1. Online and offline pricing strategy Retaining members increases stickiness, and offline operating costs increase.)

2. Online and offline differentiated operation or complementary operation There is no clear solution.)

3. Accurate positioning of Suning offline stores Can achieve high return)

4. Layout of private brand Fit the consumption prelude and improve the profit margin)

5. Scan the code in the store and place the order Avoid policy risks)

main achievements of Suning o2o

in June 2013, the same price was implemented online and offline

in 2013, Suning launched the first o2o Shopping Festival ring the double 11, and opened Suning e-shopping platform in the same year

in 2014, Suning launched Suning hi store, the first o2o experience store in Suning. Suning hi Store aims to open up three core experiences: online and offline trading, game interaction and service rest

the focus of Suning o2o is not only on experience. In terms of big data, hi store also undertakes the important task of opening up the membership system of Suning Plaza, Suning e-buy, Suning Electric appliances, red child, pptv and other platforms< Li Bin, vice president of Suning cloud business operation headquarters in the second o2o Shopping Festival, was appointed as the first chief surprise Officer (CSO) of Suning e-buy.

Zhang Jindong, chairman of Suning cloud business, recently mentioned that o2o made Suning take off the hat of traditional retail, which shows the importance Suning attaches to o2o

in fact, Suning's important layout has been completed in 2013, such as investing in pptv, acquiring manzuo.com and so on. 2014 is the year of strategic implementation of Suning. At the beginning of this year, the online e-commerce operation headquarters and the offline chain platform operation headquarters were merged into a large operation headquarters, unifying the functions of Suning platform for consumer services

future development of Suning e-buy o2o, Transplant the Internet to the storefront

virtual reality sampling

Open interactive shopping guide

integrate two-line operation

enhance life experience

Wanda, Tencent, network cooperation o2o analysis

o2o concept: upgrade the value of real estate with the o2o mode of real estate enterprises + bat and the entry of offline large-scale physical platform. Establish big points and big data alliance, focusing on service<

Teng million o2o advantage analysis

1. Promote supply and demand precision

2. Promote experience interesting

3. Promote the solution of pain points

4. Promote the establishment of o2o data alliance

Teng million o2o disadvantage analysis

1. Unclear cooperation direction< 2. Mismatched organizational ability lacks diversified business genes

3. Lack of dynamic support, organizational transformation needs a strong dynamic system< 1. Wanda e-commerce plans to invest RMB 5 billion together, of which Wanda holds 70% and Tencent holds 15% shares respectively. In the future, Wanda e-commerce will invest RMB 20 billion and introce new investors

2. Teng million will open up the account and membership system, build payment and Internet procts, establish the cooperation in general points alliance, big data integration, Wi-Fi sharing, proct integration, traffic introction, etc., and form a resource advantage alliance

3. Relying on their respective advantages, Teng million defines the division of labor. Wanda provides all resources of Wanda Plaza offline. The network gives full play to its advantages in online traffic and data analysis. Tencent relies on its own advantages in instant messaging to connect online member accounts with offline members
the current progress of Teng million o2o
1. In December 2014, fast money was incorporated into the company, and Wanda e-commerce finally joined the last short board, realizing the o2o closed-loop of Wanda e-commerce. Fast money not only brings a mature and perfect payment platform to Wanda e-commerce, but also brings consumption big data accumulated by years of operation and more than 200 domestic and foreign financial cooperation institutions, which can provide important support for its future large member system and development

2. On January 4, 2015, two overseas Internet investment funds, Shengke Co., Ltd. and Hong Kong xuderen e-commerce Investment Co., Ltd., invested 1 billion yuan and obtained 5% shares of Wanda e-commerce. In addition, Wanda e-commerce will launch the second round of fund-raising in the fourth quarter of 2015

3. Other businesses are unfolding in an orderly manner. The layout of free WiFi has been completed, the pilot of beacon technology has been completed, the construction of big data center has started, and dozens of o2o service software are being developed. It is expected that Wanda e-commerce will be fully online in the fourth quarter of 2015<

the future development of Wanda e-commerce with Teng million cooperation

1. Online drainage to offline

2. Integrate the existing resources of Wanda, network and Tencent, and lay out online and offline

3. Use Internet resources to open up the upstream and downstream of the instrial chain

4

5. Have real Internet thinking: Wanda e-commerce sells services<

o2o analysis of cooperation between Alibaba and Yintai. At the same time, the two sides will integrate superior resources, build a future business infrastructure system that will open up online and offline, and open to the society, so as to promote the integration of real business and Internet economy

Ali O2O strategic highlights

drainage: Taobao life, Ding Ding, Gao de map, Sina micro-blog, Mo

Transformation: group purchase, Alipay, ambit

offline: channel concentrates under the core line such as Yintai,
distribution: transaction closed loop is the core of />

2. Decentralization

3

4

5< 6. Judgment of trend

7. Enabling<

Yintai's o2o idea

1. Full field Wi Fi laying

2

3. Sharing of online and offline customer resources

4. Launch yintaibao to realize payment linkage

future development of Alibaba Yintai o2o

1

2. On the basis of membership, we should explore the complete online and offline intercommunication through payment, so that consumers can get better payment methods. At the same time, through such a kind of intercommunication, we can know exactly when, where and what kind of consumption consumers have. Such a kind of data precipitation can eventually become the basis of big data

3. Yintai has a commodity Library of 7 million, which has been serving the vast number of members of Yintai for many years. Through the cooperation of ABN, Yintai's commodity Library of 7 million can serve the online consumers<

analysis and summary of several typical cases

horizontal comparison of several typical modes

Suning e-buy: Suning develops Suning e-buy by relying on physical Suning Electric appliance stores, from offline to online, and finally through online feedback to offline

7. You can analyze the current B2B website, such as Alibaba

8. E-commerce is an interdisciplinary and comprehensive subject. It integrates economy, management, computer network technology, electronics and information technology, law and other related subjects. It covers a wide range of knowledge and emphasizes the ability of comprehensive application and innovation in practice. Therefore, in the teaching of e-commerce major, it is boring and difficult to carry out theoretical teaching on a certain course. In the teaching practice in recent years, I deeply realize that the traditional teaching mode can no longer meet the teaching needs of today. For e-commerce, this kind of practical subject, reasonable use of case analysis method, selection of vivid, concrete, practical, follow-up, targeted typical cases throughout the whole E-Commerce teaching, This will undoubtedly get twice the result with half the effort for improving the quality of teaching< First, the meaning and importance of case teaching:
case teaching is based on students' mastery of basic knowledge and analysis technology, under the careful planning and guidance of teachers, according to the requirements of teaching purpose and teaching content, using typical cases to bring students to the scene of specific events for case analysis, and through students' independent thinking or collective cooperation, Further improve their ability to identify, analyze and solve a specific problem, at the same time cultivate the correct management concept, work style, communication ability and cooperative spirit of teaching methods. There are two basic principles: first, to use cases instead of relying on lectures and reading as the main teaching means; Second, through self-study and mutual learning, students can deeply participate in the whole teaching process. In the west, case teaching method is a kind of teaching method and means which has been developed quite mature and sufficient. It has a set of effective and quite standard operation theory, operation standard and operation mode. Famous ecator Dewey once said: the best kind of teaching is to firmly remember the necessity of the connection between school teaching materials and practical experience, so that students can develop an attitude and get used to looking for the contact point and mutual connection between the two aspects. From this point of view, case teaching method is a very effective teaching method to find the appropriate combination of theory and practice. For e-commerce major, case teaching is particularly important
from the perspective of teaching, the importance of e-commerce case teaching is mainly reflected in the following three aspects. First, it can deepen the theoretical knowledge and deepen the deep understanding of theoretical knowledge through case analysis; Second, it can transform the knowledge into skills and combine the theoretical study with the practical application organically; Third, in the realistic simulation training, teachers and students can learn from each other through divergent thinking in the process of common analysis and discussion. It can be said that e-commerce case teaching is one of the effective means to implement quality ecation for students< Second, the characteristics and classification of e-commerce cases:
e-commerce cases are teaching materials that objectively describe the content, situation and process of a specific e-commerce activity. Through the analysis of e-commerce cases, we can reveal the inherent laws of e-commerce activities, and cultivate students' ability to analyze and solve practical problems by using theoretical knowledge. All cases must be real and concrete events or instances. The main feature of e-commerce case analysis lies in its enlightenment and practicality< According to the difficulty of teaching, the cases used in the teaching of e-commerce major can be divided into three categories:
(1) solved problem cases
this kind of cases gives a detailed introction to the whole process of e-commerce activities from scenario description to problem solving, which is the teaching material of the primary state of case teaching. Such cases include the following three parts: the status and problems of e-commerce activities, solutions and measures, and the evaluation of experiences or lessons. Students can learn about the environment and development of e-commerce, and learn how to solve problems
(2) cases of problems to be solved
this kind of cases refers to the activities of a certain part of e-commerce, which only introces the process and points out the problems, requires students to think and discuss, finds out the causes or influencing factors of the problems, and then puts forward the alternatives to solve the problems, so as to choose from the advantages and disadvantages, It includes two parts: the main operation process, the situation description of the existing problems and the relevant factors. The analysis of such cases does not require a clear answer, but focuses on cultivating students' ability to independently analyze and explore the relevant factors and laws of e-commerce activities
(3) imagine problem cases
this kind of case only provides the relevant background materials or signs of e-commerce activities, inspires students to find the existing problems and relevant influencing factors, further judges the development of the activities, and tries to put forward the measures to solve the problems themselves, and expounds the role and effect of these measures in e-commerce activities. It generally includes two parts: background materials of economic activities and relevant signs of their development trend. This kind of case is more advanced teaching materials on the basis of the first two types of case teaching, which is very beneficial to improve students' comprehensive ability, especially their innovation ability, but the difficulty of teaching organization is obviously improved< Generally speaking, the classroom teaching process of case analysis is as follows:
first, read the cases and find the problems
students should first read the case quickly to gain perceptual knowledge of the problems raised in the case. Find the materials and basis for analysis from the case, clearly grasp the cause and effect of the event, and then find the problem. Because most e-commerce cases involve a certain (or some) website, in this process, students need to log in to these websites and participate in website practice (such as online shopping and online auction) to experience the website management features, so as to have a deeper understanding of the case content and find problems. This is also the biggest difference between e-commerce case analysis and case analysis of other disciplines
Second, identify key points and put forward thinking
generally, there are not too many places for a case to focus on, only one or a few, which is also the most shining content in the case. Teachers should grasp the key facts, put forward problems according to these key points, and guide students to think actively and find solutions. For example, the case of "success and failure of Amazon" is very long. I only identified two key points. Let students think about the reasons for Amazon's success, analyze why it failed, and then ask questions: if you are the CEO, how do you do it
Third, group discussion, with representatives speaking
case teaching takes students as the main body, and teachers play a guiding role. When students discuss, they should pay attention to the main points, highlight the key points, and strive to have a warm discussion atmosphere, so that every student can participate. At the same time, we should combine the representative's speech with free speech, and encourage students to express their opinions freely. This process requires students to come up with a clear action plan. For example, in the above example, the students comprehensively analyzed the reasons for Amazon's failure, such as rapid business expansion, few profit points, and broken capital chain. Thus, they proposed more than ten solutions, such as Amazon can narrow its business scope, attract venture capital, or be purchased by large groups with abundant funds, and so on. The students' enthusiasm for learning was greatly aroused
fourthly, draw a conclusion in simple terms
in the various ideas provided for reference to find the connection, a comprehensive analysis of its key links, draw a more consistent conclusion. For example, in the various solutions provided, according to the causes of the problem, the feasibility is analyzed. Although the e-commerce website has invested a lot, the difficulty is temporary. With the expansion and maturity of the netizen team, and the improvement of e-commerce supporting measures, Amazon will eventually be successful. Thus, the following conclusions are drawn: continue to attract venture capital and provide innovative personalized services Four solutions
fifthly, the teacher makes a summary speech of case analysis
at this stage, teachers should pay attention to guiding people to think divergently and deepen the problems. For example, when summing up the case of "the success and failure of Amazon", the case of Amazon is only the epitome of the development of e-commerce in the world at that time, and its experience and lessons are worth learning and thinking for all of us< Fourth, practice has proved that e-commerce case teaching can not only make students better understand e-commerce, master network marketing skills, and improve their practical ability and innovation ability, but also make students become the main body of teaching activities, and form students' autonomous learning, cooperative learning, cooperative learning The open learning atmosphere of research-based learning and exploratory learning has achieved good teaching effect Editor: China E-Commerce Research Center (Yongquan)

9.

The significance of e-commerce case analysis is that we can use the effective mode in the case for reference to and use good practices for reference. E-commerce refers to the business activities with information network technology as the means and commodity exchange as the center

can also be understood as the activities of trading activities and related services in the form of electronic transactions on the Internet, intranet and value-added network, which is the electronization, networking and informatization of all aspects of traditional business activities; The commercial activities with the Internet as the medium belong to the category of e-commerce

First, e-commerce has become an important growth point of the national economy. In 2014, the growth rate of China's total e-commerce transactions (28.64%) was 3.86 times that of GDP (7.4%); The annual growth rate of online retail sales was 37.7 percentage points faster than that of total retail sales of social consumer goods

in 2014, the revenue of Internet instry closely related to e-commerce increased by 50%; China's information consumption reached 2.8 trillion yuan, up 18% year on year; Information consumption has driven the development of related instries by 1.2 trillion yuan, contributing about 0.8% to GDP

Second, mobile e-commerce showed explosive growth. In 2014, the transaction scale of China's mobile shopping market reached 895.685 billion yuan, with an annual growth rate of 234.3%; The number of wechat users in China has reached 500 million, with a year-on-year growth of 41%

The third is the rapid development of agriculture related e-commerce. The Ministry of Commerce and the Ministry of Finance jointly launched the "comprehensive demonstration project of e-commerce into rural areas", and carried out e-commerce application demonstration projects in 56 counties of 8 provinces in China. The Ministry of Commerce has built and opened a national agricultural procts business information public service platform, which has contributed to the sales of more than 23 million tons of agricultural and sideline procts and the transaction volume of more than 87 billion yuan

Fourthly, the international influence of China's e-commerce has increased significantly. In 2014, China's two large-scale e-commerce enterprises successively landed in the U.S. capital market, and the international capital market responded warmly

10. 1、 The rapid development of e-commerce has also brought about the "marriage" between the retail instry and the Internet. Not only do retail enterprises carry out chain operation through the intranet, but also integrate the supply chain through the extranet, And many retail enterprises have carried out B to C business activities through the Internet. 2. The application of e-commerce in the retail instry the enterprises that use e-commerce technology to engage in retail business are called e-retail enterprises, also called e-stores. It is a virtual shop built in the network world. Its customers don't have to go out. They choose to shop at home through the computer network connection. Like the traditional retail business, online retail can also provide important competitiveness for retailers. First, it allows operators to provide differentiated goods. Secondly, when other competitors provide the same or similar substitutes, it can help operators retain their customers. However, online source organization is different from the existing resource organization channels. Online marketing requires retailers to have new skills, especially the skills of proct organization. In order to make better use of the interactivity of network channels and the technical characteristics of multimedia, we must also learn to select the goods suitable for online sales. 3. Compared with the traditional retail instry, online retail instry has the following advantages: (1) new space-time advantages. Traditional retail business is characterized by fixed retail location and retail time; Compared with the traditional retail business, online retail business has a new space-time advantage. In fact, online shopping has no boundaries, time limit 2) Show the advantages of procts or services in all aspects. The retail instry on the Internet can use the performance of online multimedia to show the appearance, performance and quality of procts or services in an all-round way, so as to help consumers fully understand the goods and then buy them 3) Close user relationship and deepen user understanding. Due to the instant interactive communication of Internet, there is no external interference to express their feelings, which makes it easier for consumers of procts or services to express their evaluation of procts or services. On the one hand, this evaluation enables online retailers to have a deeper understanding of users' internal needs 4) The advantages of recing circulation links and transaction costs. Compared with the traditional retail instry, using the Internet channel can rece the problem of too many intermediate links and speed up the speed of information flow. In this way, online commodity providers can provide goods to consumers at more favorable prices. 4. Compared with retailers, online shopping has huge potential business opportunities and can improve their return on investment through the following two methods. 1. Increase the total sales volume, increase the total sales volume through more purchase from existing customers or attract more new customers. Because of the use of more convenient commodity information retrieval and more entertaining promotion methods, the old customers will buy more, so as to effectively expand the market share. 2. Rece the cost of sales by using low-cost online e-commerce transaction means to replace the traditional retail high-cost sales channels, so that transaction costs are greatly reced. Online sales will become a truly cheap way. To sum up, the development of retail instry is e-commerce. E-commerce promotes the development of retail instry. Retailers provide customers with a lot of information about goods and services through business websites, which facilitates customers' choice and reces circulation costs; It greatly improves the rate of return on investment. 2、 Case study: online customer relationship management of American Airlines A: in the market competition, customer satisfaction and loyalty have become the common goal of enterprises all over the world. The satisfied and loyal customer group is the intangible assets of an enterprise. Who can meet the needs of customers, make them satisfied and realize their loyalty, will have the market. For property management, the owner is our customer. From what American airlines do for customers, we can have the following enlightenment for us to engage in property customer relationship management: first, establish customer relationship management process. Change and classify customer information, dynamically understand the needs of customers, set daily work plan, and establish message board function to facilitate communication between colleagues. Employees can put forward their own opinions and suggestions to their superiors in the form of signature or anonymity. We can also introce a set of suitable CRM software and pay attention to the participation of customers and employees. Second, understand the needs of owners. In the case, the US airline specially allocates planes to deliver passengers who miss flights, provides super customer service, etc., which can make the property management company deeply reflect. The reason why the airline does this is that it pays attention to the needs of customers. Then in the property management company, what is the biggest demand of owners“ What is the root of the goal of "problem owners"? What kind of interests does he have? And property companies are often easy to ignore these, and even to the needs of owners with a "irrelevant" attitude, so it is difficult to establish a good cooperative relationship with the owners. It can be seen that for property companies, the demand analysis of owners is very important, and it is also a way to improve the quality of service. Third, improve the complaint channels to facilitate the owners' complaints and accept the owners' complaints in a timely manner. In the case, it is said that Southwest Airlines responds very quickly to the complaints from the owners and customers. We can think of the complaint handling of the property management company at ordinary times. For property companies, we should not regard the complaints of owners as a kind of "trouble", but pay attention to the complaints of owners, establish an efficient complaint system of owners, investigate the complaints received, and deal with the complaints quickly in a certain way. Of course, in the process of accepting complaints, service personnel should maintain a good service attitude. Fourth, the company's internal culture construction. Southwest Airlines does not regard "customer-centered" as a simple slogan, but as the goal of every day. Its high-quality and efficient service has a significant effect on enterprise operation. As a result, property companies can also take customer relationship management as an internal cultural construction, train their employees in customer relationship management, improve their customer relationship management ability, and further improve the overall service quality and standards of the company. 3、 One of the main design goals of Dell's network business team is to create a site that can easily scale capacity as traffic increases. Dell adopts a distributed solution, which processes the incoming access demand by one of many front-end PowerEdge servers, so as to balance the load on the website. At the same time, ensure that customers get the data they are looking for as soon as possible with the least waiting time, such as prices and samples. In terms of hardware, Dell uses its own PowerEdge 4100 server based on Intel Pentium Pro processor to manage the whole website. Most of the front-end servers store static pages in HTML format. The front-end server flows customers' requirements into different application servers to handle different tasks. This includes Dell's premier page (SM) service. Premier page is a special extranet page designed for company customers, which includes order information, order history, system configuration that has been approved by company customers, and even account information. The premier page helps Dell provide better service to its customers, which reces the burden of the company's call center and helps the company expand its market all over the world. Dell uses Cisco's distributed controller to balance the load among servers. The contents of these servers mirror each other. When the number of visits to the website rises sharply, Dell can increase the required hardware capacity in an hour. SQL Server database server, which deals with business affairs and contains site content information, is arranged behind the firewall to ensure security and prevent external interference that may cause damage or even force the site to close. Dell selects Microsoft site server and Commerce edition as the business engine of the website, which is the core of the website. In order to deal with the database management business, Dell adopts Microsoft SQL Server 6.5 as the database engine. Internet provides a great opportunity for Dell's direct selling method. Dell's website is visited by customers more than 800000 times a week, and Dell gets an average revenue of more than 4 million dollars a day. Dell executives found that after visiting dell.com, more than 40% of customers would call to buy the computer procts they need. Dell uses the system to rece costs and improve customer service. 4、 Sainsbury easily promotes its procts. A: Sainsbury has built a web-based supply chain planning and collaboration system. This system is built on Microsoft Windows NT server platform, and its host application is Microsoft SQL Server's Internet information server. The information is stored in a Microsoft SQL Server database. The functions of electronic data and dynamic data collection are provided by Microsoft site server 3.0 commerce edition. The system allows Sainsbury's 4000 suppliers and buyers to work together in the planning, execution and management of successful proct promotion activities, so that suppliers and buyers can know the details of a proct promotion activity in advance, and track the success of promotion activities in time. The solution also has the potential to manage and track new proct introctions, proct benefits, and proct life cycles

adopt