Study On A Customer Relationship Management System For Foreign Trade Enterprises

Based on the research of textile enterprises and part of export enterprises discussed in this paper, further research on requirement of export enterprises and research on status of CRM (Customer Relationship Management) are conducted. Combined the research program, "Research and Application in Textile Industry of Agile Customer Relationship Management Based on Web", which is supported by Zhejiang Government, a solution of CRM for export enterprises is proposed and its several key techniques of this solution are studied.In chapter one, problems in export enterprises, origin, definition, functions and research findings and development status of CRM are discussed. In the end, the meaning, intention, objective and the main work of this paper are presented.Chapter two introduces the organizational structure, characteristics and export business process. The drives and requirements of CRM for export enterprises are analyzed, which cover the domestic sales as well as export sales.In chapter three, three key techniques differing this CRM solution from others, are researched, including management of synergic export business process, conflict management in export enterprises, risk management in export business. Models of the techniques are built. In addition, feasibility and characteristics of management of synergic export business process and characteristics of risk management are analyzed. Objective and theoretical foundation of conflict management are introduced.Based on research of the former two chapters, chapter four conducted the function design of management of synergic export business process, conflict management in export enterprises, risk management in export business and user access management.Chapter five introduces the application of this CRM system in Zhejiang YongTong Group.The last chapter summarizes the achievements and shortcomings of the paper. The future research work is also suggested.