Research Of Customer Relationship Management Of Sany Heavy Industry CO.Ltd.

With the development of market-oriented economy and the intensity of competition between business,internal business must find a kind of new idea and way of management to enhance the nuclear power of competition of business,so Customer Relationship Management(CRM) is more and more concerned by business.The practice of CRM, a systematic engineering of business,combined with ERP,makes the management of business a organic circulation.lt concerns every department of businesses,providing the strategical decision policies of business with basis and guaratee,furthmore,it provides businesses facing with global competition with means that win the competition through management idea innovation and technology tools.Although CRM starts fairly late in our country and there are many problems worthy of our research, the power of competition it brings to business gains self-identity of business community.Sany heavy industry limited company is a business that mainly makes and sells machines,in the increasingly intense market competition, it's traditional management mode can't content the demand that the business should develop at a high speed .Introducing. CRM will provide important means for business to make use of external resourses effectively,enhance the ability of response to market,and promote the customer-centric innovation.This article,starting from researches on CRM idea and the management practice of Sany heavy industry limited company,analyses and diagnoses deep into the current siduation of Sany heavy industry limited company, in according to the character of Sany heavy industry limited company itself and the profession. Produce the machinic product and the customer's region is extensiveand most are the big customers, which are depended on re-purchasing of customers. Therefore, the paper is on the process of development of customers, from the protential customer to responded customers, then to the related customers, and the lost customers in final. The methods of management are varied from the different customers and connectted with the analysis of customer's status, the apprasie of satisfication of customer and technology of data delve, redevices the sale management and customer service process.Furthermore,by improving the process to enhance the power of competition of business and having summarized the experiences and defects of the practice of CRM in Sany heavy industry limited company,it provides a direction and basis for the business to rectify work,and it plays a role of reference to other businesses that are introducing CRM system.