Design & Research Of CRM Evaluation System Based On E-Business

Customer Relationship Management is the product for the enterprises to face the challenge of new commerce rule, which has been changing from salesmen's market to buyers' market. After development for more than 20 years, CRM is accepted by more and more people, and a lot companies gave very good examples to implement it.CRM is always "focus on the customers". For the enterprise applying the system, CRM is the boat while the E-Business is the ocean. And CRM can improve the customers' loyalty and give useful support for the enterprises to make a decision with the help of E-Business and integration. Actually the development of CRM in these years has proved the theory.We think another important factor to implement CRM is the theory itself besides information technology such as E-Business. A report gave by Butler Group said: the failure percentage of application CRM kept almost 70% for a long time. The key point of such situation is because lack of research and misunderstanding of the theory. And the evaluating system after implementing CRM is one of the weakest factors. In this thesis we try to design a evaluating system of CRM after application in the background of E-Business.Based on the research before, and the new development of E-Business, a new evaluating system will be designed in this thesis. Considering four sides: relationship management, the efficiency of intra_business, marketing& innovation, and finance, which will give a important reflect to running of the company, this evaluating system will give a integrated evaluating to the CRM results. It is easy to compare the data before the application of CRM to one after.