Research To The Resource Of Customer Management On The Basic Of CRM

Today, no matter what it is, trade, no matter which kind of the enterprises of systems, from staff or manager, Experience that the market competition is fiercer, the customer is more nitpicking, the enterprise is more difficult to do. This is because the market state of China has changed greatly, after more than 20 years of development, Come and speak Chinese market enter into relative surplus stage from shortage stage already on the whole, Come and speak as to market supply, demonstrate market state of demand deficiency, This kind of change of supply-demand relationship leads to the fact that the fundamental change has taken place in the relation between enterprise and customer. Meanwhile, traditional enterprise pay attention to basic operation only often, it neglects to be very important any, That is, operation of the enterprise and products innovation should be driven by customer's demand. Hold and understand enterprise customer resource of one only, could make the enterprise meet the competition of the market fundamentally.Now nowadays customer resource enterprise most heavy wealth, weight of business administration expand from inside to the outside, From manufacturing shifting to customer's relation management: ERP-SCM-CRM; Another respect, with keen competition and diversified market education, While bringing more extensive choice chance to customer, have improved the ability that the customer buys and use the products too, And promote them putting forward higher request to the products and service. Besides, with improvement and renewal of consumption idea of income level, customer potential individualized demand too change more and more full play, Quite a lot of customers( especially the customer of new generation) have request that more clear individualization meets. The above these make now enterprise in the course of customer facing it, different from the past enterprise can very fine assurance one's own consumer psychology of customer and customer form the structure, Face customer information as much as a large amount of and complicated customer state make the enterprise regard customer as the centre. , Drive meeting challenging in the course of reforming of enterprise procedure with customer's demand, Namely how gather and come over customer information a effective one, How could make enterprise eachdepartment scattered customer resource share and combine fully, how customer of rival resource analyze utilize .This text author to the above issue, the proposition enterprise of probing into nature passes and uses CRM (customer relationship management) Can very kind to solve above-mentioned problem. Basically, customer relation manage their core to regard customer as assets of tactic carry on the work, It is the merger of the front activity of the enterprise, main including the business is sold, customer's information, collecting and customer service of market intelligence, Make they operation by way of combining instead of do things in his own way, pass its oneself strong analysis function at the same time, Analysis that can be effective, behavior of the prediction customer.Discuss correct to know CRM customer resource referred to at first , lay particular emphasis on and propose customer one tactic assets of enterprise and what customer that CRM pursue. In customer resource obtain respect, study and make each department of stage of the enterprise combine through CRM, Acquisition customer's information and customer's information sharing inside the enterprise of the maximum. In customer application respect of resource, this literary grace spend CRM front theory of development-Understanding and application that analyzing type CRM is further to customer resources. Then regard financial system, banking as the trade case to analyses and probes into. Discuss customer resource combine necessary technology and managerial preparation at last.