The Changchun Postal Advertising Company Customer Relations Management System Program Studies

Since the proposal of CRM idea, and with a few years'development, the global market for CRM has been growing explosively all the time. Meanwhile, the CRM market in China is coming up rapidly. At the same time, with the promotion of the national reform, the domestic postal industry's competition has aggravated day by day. What's more, the international and domestic situations also challenge the service contents, service methods, service quality, management and service consciousness in our postal enterprises severely. The customer relationship management is a new developing mechanism of management, which aims at improving the relationship between enterprises and their customers. On one hand, we can optimize resource distribution and reduce the enterprise cost by managing the business procedure overall; On the other hand we can attract and keep more customers, increase market share by offering the swift, thoughtful and high-quality service. Postal advertising specialized achievement popular profession is under the market impact especially intensely, the competition especially is also intense Postal CRM management software is come out to meet this demand. Customer Relationship Management (CRM) is take the customer as the central business management software. It can be seen as a software subset or a kind of solution. In concrete implementation process,many tools such as Data Warehousing, OLAP, and Data Mining etc can be used.Just keep in mind two things: firstly, customers are one of the most important resources that make the enterprise develop. Secondly, we have to carry on an overall management on the various relations between enterprises and the customers. The postal advertising refer to those whose potentiality of using postal service is relatively prosperous, those who will offer us the important revenue source,. The postal advertising customers are the main source of business income of our postal enterprise; they are also the attempters of our new postal business. Of course, they are also the stable users, and the focus of the market competition. Furthermore, they are the key point of our postal service. To the postal enterprise, the key to get the market sales well done and improve the postal management quality or competitiveness of the postal advertising is to recognize these customers who contributed a lot to our enterprise, and excavate its value to postal advertising enterprises constantly.The author in this article analysis the CRM management idea, the control section and internal production work department's service, and unifies the CRM management idea, proposes conforms to the postal service truth CRM closed loop management flow, and enhances enterprise CRM using the data warehouse technology the decision analysis ability, CRM full unions the business and the operation, rich and perfect CRM system function. And exhaustively has studied postal service CRM and the concrete postal service relations and the connection question, as well as CRM in postal service express delivery profession concrete application design and realization. In the concrete implementation process, has used the data warehouse, OLAP and so on. The data warehouse technology has provided comprehensive, facing the analysis environment for the CRM system, it could support decision analysis better. The OLAP technology and the diversification unfold ways can enable the administrative personnel to be able get the service information conveniently which obtains from the magnanimous data needs. The Changchun postal advertising CRM system is a union of postal service CRM and the concrete service, is postal service CRM in the changchun postal advertising specialized concrete application This system collected the express delivery customer basic information, the service request information, the accept for mailing information, has returned to the funds information as well as with the marketing personnel's communication record and so on the various customer information, through to these information refinement processing, the analysis withdrew the essential knowledge, the track customer activity and the service situation, thus caused this marketing personnel, the service personnel and the administrative personnel can serve well the customer, at the same time provided the customer information and the service data for the changchun postal advertising CRM data warehouse, for the profession plan, the decision-making provided the theory basis and the data foundation.Serve the problem that exists be dead against large customer in Changchun postal advertising company. When putting into effect CRM, We should pay attention to; firstly, putting into effect CRM wanting attentive research in the distance traveled by a stream of water, setting up the long-term strategy, the sub step is put into effect. Next what the enterprise should regain consciousness knows, that putting into effect CRM must follows the scientific methods of project management. The key in CRM's item implementation is the factor of person - The leader of enterprise; vocational work corps and all staff is the key whether or not CRM' s implementation was succeeded. When we put into effect item elementary, and firstly should gain support as well as business management the approving of layer of higher-level leader. Next the enterprise will organize a good corps in implementation. Once more, we will raise the level of understanding, and realize the concept inside the enterprise. Finally, we should still strengthen to staff to train in CRM's item implementation and the support to final customer.Through test and actual use proof,This system causes the flow to be more scientific,Is more highly effective to the customer analysis and the track,Enhanced the postal advertising market competitive power,Enhanced enterprise's economic efficiency and the social efficiency,Has the very good promoted value.