Research About CRM Based On Customer Life Cycle

In the rapidly developing & fiercely competitive market, permanent competition advantage is hard to attained only by product. But loyal customer relationship can decrease the impact from environment change. Many companies are regarding customer relationship as a strategic resource and build up, develop solidify customer relationship. The customer relationship era has been in eyes.Researches on CRM based on this background are made in this thesis. From the view of enterprise, CRM is confined to select and manage customer relationship. On the base of calculating customer value on each phrase of customer life cycle , investing and retaining strategies to customer relationship are proposed to provide instruction for enterprises' decision to reduce the relationship cost and to develop loyal customer.