The Study On Corporation's X Relationship Management And Integration Relationship Management System

With the development of the network economy, the disciplinarian of competing between corporations has been changed greatly and the competition has been changed from oppositional to cooperative. The concept of supplier, customers, employees has been defined faintly. The relationship between corporation and the supplier, customer, employee, government, media, commonalty has been more and more important. Aimed at this fact and the management of erery kind of corporation's relationship is unattached, corporation's X relationship management (XRM) and integration relationship management system (XRMS) is studied by qualitative analysis and quantitative analysis from the point of system view. The concept of XRM is put forward, the correlative concept about relationship is analysed, and relationship keeping and the designing, operating, implementing evaluateing of XRMS is studied.Firstly, the concept of X Relationship is described. The concept of XRM is put forward, which its meaning is analyszed from the aspect of management philosophy, management mechanisms and integration system based on erevy kind of management and information technology. The concept model of XRM is put forward, the content and characteristic of XRM is discussed.Secondly, the correlative concept about relationship including relationship satisfaction, relationship fixedness, lifecycle of relationship and relationship value is discussed. The academic model of relationship satisfaction degree and mode of relationship lifecycle are established. The indexes of relationship satisfaction degree, relationship fixedness degree and relationship value are designed. The methods of relationship subsection and fuzzy synthesis evaluation are applied to estimate relationship satisfaction degree. The method of TOPSIS is applied to evaluate relationship value. On this basis, the relationship of XRM is subdivided and the two management model of center and relationship center is brought forward.Moreover, the structure of XRMS is designed from the side of system framework, function framework and network framework and its operation is discussed. The operation model of XRMS is established and analyzed from the aspect of relationship contact center, relationship management, operational collaboration and information integrated.In addition, the implementing of XRMS is studied. The process of implementing is fractionized 9 steps from the aspect of changing management philosophy, improving on the management mechanisms and relationship integrated. The difficulty of implementing process is discussed and some advices are put forward.Finally, the concept of relationship keeping in the implementing process is brought forward and its dynamic model is designed. On this basis, XRMS is evaluated, the evaluation indexes are designed and the extension method of matter element assessment model is applied to estimate XRMS.