The Core Of CRM: Customer Value Management

Customer relationship management is a great change of enterprise management concept, which makes enterprise manage the relationship of enterprise and customer entirely and effectively, establishing the long, steady relationship of both, thereby realize the maximal value of enterprise and customer. Customer is the emphasis of all enterprise development, is the existent root of all enterprise exist, customer's choice and hold decide the exist and development of enterprise to a great extent, which looks more stand out in export-centered enterprise. The characteristic of export-centered enterprise decides that they must attach importance to customer relationship management, establishing the long competition advantage of enterprise, realizing the long development goal of enterprise, by implementing CRM strategy to win and hold more loyal customers.The article includes four parts: the first part introduces the meaning, main characteristic of export-centered enterprise and the concept, produce, development, actuality of CRM, points out that export-centered enterprise implements CRM with important meaning. The second part, mainly researches customer value, discussing the definition and the influence factor of customer value, researching customer lifetime value and customer loss value, analyzing the relation of cost and benefit of customer relationship, and finally discussing how is the customer value created by enterprise from the point of view of customer, pointing out that customer value management is very important in CRM. The third part discusses customer classification and research different customer' CRM strategy on the bases of customer value research, to supply the material implement operation project for export-centered enterprise's CRM application. The fourth part analyses some key factors of enterprise implement CRM successfully by researching CRM, finally points out the innovation and deficiencies of this article.