信息网络技术的发展、电子商务的应用和国外物流运营商的进入以及顾客主权意识和服务要求的提高，使我国物流配送企业面临前所未有的机遇和挑战。本文在这种时代背景下，围绕“以顾客为中心”这条主线，对电子商务环境下基于CRM的物流配送展开研究的。 在众多学者研究的基础上，为提高顾客满意度和忠诚度，本文构建了由配送企业、顾客、员工和合作伙伴四部分构成的基于CRM的物流配送DCEP模型；指出模型各方应建立伙伴关系，加强模型各方的协作，为顾客提供优质的配送服务；最后，设计了模型效果测评指标体系，并利用层次分析法对DCEP模型进行了测评。为更好的加强对顾客的管理，本文提出了配送企业实施顾客关系管理的流程，包括知识发现、市场计划、顾客沟通与互动、分析与提炼，通过这一流程循环，与顾客建立学习型关系。 为适应电子商务发展和顾客关系管理对企业信息化的要求，初步探讨了物流配送信息平台的构建，从物流企业网站和配送信息系统设计两方面入手，对企业网站栏目建设、配送企业业务流程和信息系统功能模块设计进行了分析。 最后以广州宝供物流企业集团为例，分析了其在信息化建设和顾客关系管理方面的成功经验，为其他物流配送企业的发展提供经验启示。

As the information and network technology develop, e-commerce is applied and overseas traders of distribution are introduced, and customers’ sovereign sense and service demand improve, the enterprises of distribution have never before been challenged. This thesis, under this condition, explores the physical distribution based on CRM in the e-commerce, surrounding the topic that customers are uppermost. Firstly, in order to realize customers’ satisfaction and loyalty, based on former study, the DCEP model of distribution containing the four parts, namely, enterprises, customers, employees and copartners, is designed. In addition, partnering is introduced to carry out this model and established in each model, and then their collaboration is enhanced. Finally, the evaluation index system of this model is designed, and the DCEP model is evaluated by the method of AHP. In order to reinforce the management for customers, the process that enterprises carry out the CRM is put forward, including knowledge discovery, market planning, communicating and interacting with customers, and analyzing and refining. Through this process, learning relationship with customers is established. In order to meet the demand in the development of E-Commerce and the CRM for the information, the construction of information platform of distribution is explored. The menu design in the topic construction of enterprise website, enterprise operation flows, and distribution information system function are analyzed, from the two aspects of enterprise website and the design of distribution information system. Lastly, a case study for Guangzhou PGL is implemented, and the successful experience of this enterprise in the construction of information and the CRM is discussed, which provides the enlightenment for other distribution enterprises.