Research Of Customer Relationship Management Of X Mapping Technology Co.Ltd

Customers of surveying and mapping enterprises have following characteristics: The target customers are explicit, the customer re-contact rate is higher, and the purchase process (recruit to bid process) of customers is more complicated etc. The customer characters of surveying and mapping enterprises decide that they are suitable to implementing CRM. At present, In the surveying and mapping enterprises, Management system aren't perfect, particularly parts of surveying and mapping enterprises conducts the principle of "take the enterprise as the center", thus leads to customers run off seriously, this influences development of surveying and mapping enterprises seriously. Under the background of general adoption of the market principle & economy globalization, the surveying & mapping enterprises have already been aware of the importance of customer. So the CRM research of surveying & mapping enterprises has important realistic meaning.This thesis adopts the method of substantial evidence analysis which is theories combine practice .With the beginning of CRM theories, analyzing present CRM condition of surveying and mapping enterprises, then discovered the problem , and combining CRM theories, technology&method, designed the CRM project and implemental strategy, finally , Combining the strategic target of X company, set up the X company CRM project, and putted forward the implement suggestion of the X company CRM project.The author concretely did the following work: Read a great deal of professional articles about CRM theories, and putted them in order; Investigating & analyzing CRM management present condition of surveying and mapping enterprises, then discovered the key problems of CRM on surveying and mapping enterprises, and pointed out the necessity of implementing CRM . Analyzed customers distribution, the information management, process management, the customer service management present condition of X surveying & Mapping engineering Technology CO.Ltd, then pointed out the problem of X company on CRM, and analyzed its customer run-off. Aiming at its CRM problem, designed the CRM project and implemental strategy.As the research object of the thesis, the reforming process and operating pattern must have some sound effect on the small and middle size developing surveying and mapping enterprises.