Fundamental Design Of CRM Application Plan In Security Business

CRM(Customer Relationship Management) is a new research-worthy topic in the field of enterprise management in China. The security companies now are facing a series of huge changes caused from the business circumstances and the market. They must pay an attention to develop their core competence. It is just maximize of their customer value in according to the actual features of security industry. CRM is an ideological system of management, a technological resolution and also a course of function design and business process re-engineering. The successful examples of China Merchants Bank and Charles Schwab Corporation in United Station, analyzed and reviewed in this thesis, provide profitable enlightenment for the security companies in their future CRM practice. No doubt, CRM of costumer as the center is suitable for security companies and helpful to strengthening their competition advantages though there is not a former example yet. The thesis puts forward a design of the fundamental plan for CRM application based on objective reality of a security business department. At first, the train of CRM informatipn system is provided. Secondly, the CRM functions of contact, operation and analysis and CRM business process are designed. The functions and processes both are different from things as they are in order to realize the CRM management target. Thirdly, Web security and the integrated information system of security business department are included in the content of whole plan. Finally, successful implement of the plan is a key course of CRM. CRM is just a journey, not a destination. In the rather short term the money for CRM cost will be lost, but in the slightly long term the profit will be gained from effective CRM. Leaders and CRM team members will take positive roles in implement of CRM. Function design, process re-engineering and technological resolution will be the difficult parts possibly. CRM satisfied to the customers and the company will be defined from reality. These are the essentials of CRM implement suggestion.