6 Sigma's Implement On CRM

This article is to discuss 6σ 's implement on CRM.Customer is the only entrance that the company realizes the ultimate transaction and gets the cash flow. At the same time, customer is the resources of benefits and the most important assets of company as well. If the company knows all the information of the customer, it can find more potential needs of customer and make the good relationship with customer, and its core competence becomes obvious.CRM is a development strategy focusing on customer based on the management philosophy, management model and company's culture. It aims to improve the relationship between the company and customer, including the marketing, sales, technology support and customer service activities which face customer directly.With the rapid development of IT technology and Internet technology, the implement of CRM implement becomes possible. Through the integration of customer information, the company can share the resources, IT and Internet technology can bring process into effect of the automation, set up the support system for CRM.6 0 is the product of the quality management evolution. It aims to maximize satisfaction to the customer needs through the use of statistics, erasing the mistakes, reducing the waste and optimizing the process. One of the most important goals of 6 σ management ideology is to use scientific methods statistics in the indistinct quality management, to realize the maximum of company's benefit by increasing the activities' efficiency of quality management.6 σ advocates perusing the excellent management philosophy, making scientific decision based on the facts. 6 σ focuses on the customer needs, breaking the barrels among the different functional departments. Meanwhile, 6 σ emphasizes on the evolvement of all employees of organization, it can promote the lateral and longitudinal coordination in organization. The implement of 6σrequires all related funclional departments deeply involved, so that the company can run smoothly without boundary, the ultimate target is to strengthen the customer loyalty and improve the company's financial indicator—benefits.With the methods of 6 o , company can identify the key process and the key account, define the needs of customer, evaluate the performance, identify the primary, analysis and improve the process, improve the quality of products and service, satisfy the customer, so as to establish its core competence.6" strategic management insist on "focusing on the customer", it coincides with the CRM philosophy, they are driven by the customer needs. Hence, combining the philosophy, tools of 6 o with CRM can amplify the effect of CRM strategy.