Research On Customer Relationship Management Based On Knowledge Management

The development of Market Economy and the complexity of customer demands result in the ultimate changes of relationship between customers and enterprises. The good customer relationship can bring forth the competitive advantages and the profits that are the source of the enterprise power. Therefore, it is necessary that the managers consider the customer status from the corporate strategy, and at the same time enforce the customer relationship management.In the era of Knowledge Economy,there is an important character that knowledge create value. Many enterprisers begin to optimize their resources with the core of knowledge and form their own advantages. According to this,it is indispensable that using knowledge management directs customer relationship management. This paper states the theories of Customer Relationship Management and Knowledge Management and performs the research on Customer Relationship Management based on Knowledge Management.Finally, the Customer Relationship Management cases are analyzed by using the theories of Knowledge Management. Thereby,the possibility of supplying the theories of Knowledge Management to other managements is enhanced.