Petroluem Petrifaction Material Distribution Company CRM Scheme Research For Refined Oil

With the increasingly intense competition concerning refined oil in the oil market, this thesis aims to deal with the problems of both management and the refined oil distribution in petroleum petrifaction material distribution company belongs to Cangzhou refinery. On the research of the application of CRM in the corporations of China, it is believed that the CRM system, which comprises advanced management idea and model with consumers'satisfaction as its core concept, is able to help the company get rid of difficulties and keep up with the time.On the basis of demand analysis and the reality of the company, the thesis designs five function modules, and they are contact and account management, sales management, consumer service management, market management and commercial intelligence respectively. The contact and account management deals with the management and input of consumers'basic information; the sales management is responsible for implement of sales strategy, auto-distribution to consumers, auto-production and–integration of dealing information, etc.; the market management is maily by virtue of effective observation and evaluation of market activities; the consumer service management aims to retain and develop consumers and to improve the consumers'satisfaction and loyalty while dealing with all about consumer service activities; while, the commercial intelligence is of analysis and decision-making function, consisting of powerfully functional and wieldy tools for report and analysis. the thesis also puts forward the strategy of the implement of CRM scheme. At last, in order to guarantee the effective work of the CRM system, this thesis also figures out a model to test consumers'satisfaction in order to inspect how the consumer relationship management go and to enlighten the company on cut-in points related to marketing and management strategies.