Font Size: a A A

The Study About Customer Relationship Management

Posted on:2004-11-08Degree:MasterType:Thesis
Country:ChinaCandidate:J XiongFull Text:PDF
GTID:2156360095956850Subject:Business Administration
Abstract/Summary:PDF Full Text Request
Customer Relationship Management(CRM) is one of the hot focus studies in business administraten field. However, the definition and system frame of CRM are not confirmed accurately so far. many researchers now indulge in studying the integration between CRM's technological system and its theory system. Thus This dissertation explains the source ,definition, core , major theory, system forming, module function and the new development of CRM, and manage to define CRM in a new direction which is a kind of competition strategy, In addition, we manage to apply the method of strategic management and synthesize strategic module to the Customer Relationship Management , and analyse the reasons of high miss rate of CRM system implement currently. This text also discusses further how to develop enterprises's effect by using Customer Relationship Management , for example, Using EFE matrix to analyse the external condition, and using IFE matrix to analyse the internal environmental condition. Thus we can optimize CRM systematic's function ,and prevent the system from the risk of implementing . Comparing the differences of CRM's use between China and America, this essay pointed out some problems that domestic enterprises especially should be paid more attention in the course of implementing CRM system. Finally, Taking a example of A company, the broadband network operator, this essay confirms the goal of CRM system consequently through analysing the competitive strategy, the internal and external conditions, moreover we analyse the key factors of consumer's demands, and make the plan of implementing CRM step by step. After listing the risk in the course of implementing, We draw the conclusion that the estimative income is far greater than the risk. Besides, we put forward the further request to the module demanded by the system, and establish the strategy of Customer Relationgship Management for A company, Including optimizing the selling procedure, the hotline procedure and the plan of software developed by company own.
Keywords/Search Tags:Customer Relationship Management, CRM, Strategic Management, Broadband
PDF Full Text Request
Related items