The CRM System' Construction And Analysis In Chengdu ZH Company

The dissertation is about "CRM (Customer Relationship Management)". Its study object, ZH Company, is an IT company which is engaged in serving corporation information construction. The objective of this study is that we will find out the inner problems by analyzing the situation of CRM practice in ZH Company at first, then we can use existing CRM theory combining the company's practical thing to constitute a set of available project through which we could improve management, speed up the increasing of profit, and build up competitive advantage. According to this system's functions and the situation of marketing , distribution, customer service system in this firm, and combining the advanced CRM theory nowadays, from many points of view, we educed a set of enforceable project, which discuss ZH company item CRM and item custom experience in detail, and it is proved that this project is practical by making program step by step. It makes the core to customer stratagem come true, exploits new marketing, holds the marketing opportunities, and gains more valuable customer'satisfaction and loyalty. While adding the value of custom, the compay is increasing the value of itself, meanwhile solving the problem of share information and cooperation between different people in different department, and It makes a sound foundment for company to build a competitive supply chain and realizes electronic commerce.