Study On A Knowledge Management Based CRM System Framework And The Relevant Problems

In today's world, with the fast development of information technology and the fierce market competition, more and more enterprises have to find some new ways to keep and win the competition advantages. In order to develop, enterprises have to rely on advanced management theories and methods to integrate inside resources.Customer Relationship Management (CRM) is emphasizing in attracting, satisfying, and maintaining customers with high value. As a business philosophy, business stratagem, and business culture, CRM can make customers relationship optimal state with focus on customer. Knowledge management (KM) is a management method, which uses the sharing of knowledge to improve the enterprises' the abilities of innovation.With the understanding of EC, the enterprises' business workflow is becoming more and more sensitive to customer knowledge, which requires enterprises to know how to use the knowledge. One of the best ways to fulfill this idea is to change CRM system into the knowledge analytic system. Based on the review of study on CRM and KM, this thesis put forward a new CRM system frame based on KM. The new frame can effectively integrate the function of both CRM and KM. Furthermore: this thesis also analyzed the related management problems, such as the enterprise strategy, the corporate culture, and system evaluation etc. The whole work of the thesis can be generalized in the following:(1) Reviewed the study on CRM and KM, introduced the development history of CRM and KM, and analyzed the CRM and KM from different perspectives.(2) Based on customer knowledge, put forward a KM-based CRM system framework, which includes how to capture customer knowledge, store customer knowledge and utilize customer knowledge.(3) On the base of the framework, analyzed the related management problems of...