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Online education has experienced seven years of development, now whether it is the number of students, the pilot university scale, economies of scale and learning resources have formed a certain scale, gradually emerging industrial characteristics. However, with the rapid development of online education, many questions inevitably revealed. Macro, online education emerged positioning is not clear, industrial conflicts, reduce the degree of social recognition and the lack of specific laws and regulations and many other issues; micro, showing a professional online education is too concentrated, the lack of teaching resources and duplication, online education higher costs and a lack of online student learning skills and so on. How to understand and solve these problems, you need to educate the market from the perspective of the network to re-examine. Online education market has great potential, but its development process and showing imbalance. From the perspective of the value chain, value chain, from the pilot online education college based hardware and software environment, resource development, teaching activities, learning centers, recruitment, learning support and other aspects of the composition. Using five forces model can be seen, the current online education industry, there are regional imbalances, structural differences obvious irrational and services and other issues. Various general merchandise products online education, by its very nature is a network education services. In addition to the four basic characteristics of services outside the network also has a popular education services, teaching resistance, high degree of specialization and personalization features distinct characteristics. The level of quality of educational services network, the network will directly affect student satisfaction and loyalty education level. Improve network quality of educational services is one effective way is to apply online education customer relationship management. Online Education Customer Relationship Management is customer value, relationship value and IT process of interaction in three areas, which will not only help educate service providers and network communication between students, but also to meet the individual needs of students, improve management and learning efficiency. Online Education Customer Relationship Management's goal is to achieve the purpose of sharing and win-win. Discuss online education customer relationship management, is bound to know who is online education customers. Whatever the mode of operation, the student should be the ultimate customers of online education, online education is \Currently, online education pilot colleges and universities in our country, only a small number of customer relationship management ideas and methods into online education service. In the course of its implementation, the general is the use of the Internet, the call center, the value of answering machines, BBS, SMS, E-mail and FAQ technologies such as integrated. Affect the success of its implementation, the need to consider people, data, management, and hardware and software environment and many other factors.
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