The Research On Technology And Application Of Customer Service Management System

Many companys have already released themselves from ordinary business opreations resorting to ERP since 1980s'and 1990s'. From then on, the corporations began to pay more attentions to care customers instead of improving the interal operations gradually. And they started seeking for the help of thechnology again, namely CRM(Customer Service Provider).CRM is one kind of management conception, its core point is to treat enterprises'customers, including ultimate customers, distributors and partners, as the most important resource, to meet customers needs and to insure the accomplishment of all their lives value through all-around customer services and deep customer analysis. CRM is also a new type of management mechanism and management technology which can improve the relationship between enterprises and customers.The implementation of CRM can be considered into two aspects. The first is to solve management problem, then the information technology support should be given to this new management mode.. In this two aspects, the management conception is the essential condition if the implementation of CRM to be successed, and CRM will lose its basic if this problem can not be solved well. At the same time, if there is no support of information technology, the efficiency of CRM will not be sure, and the carrying through of managemnt conception will lose its footing. It is a theme of this article.The article presents the strategy of integration of CRM and enterprises' system, which is the emphasis of this article, and also the major problem discussed by this article. The integration of CRM and ERP, CRM and SCM, CRM and MIS, CRM and ASP are discussed here..The article presents the features of CRM solution in China and gives prospects on how our enterprise to implement CRM, related with Chinese conditions and our enterprises' information development, under the premise of the development of CRM in China. The article concentrates on how to integrate a variety of computer thechonologies and details how to apply CRM system in China, based on, the theory of CRM. The major problems of implementation of CRM are also being discussed. The author wishes this article can be a reference that can help Chinese enterprises to change the antiquated management mechanism and transit old conceptions as soon as possible, at the same time, impulsing the implementation of CRM.