The Research Of Improving Business Performance By CRMC

As a result of increasing economic globalization and appearance of international business, enterprise operation becomes more and more internationalization and competition is server. Strengthening Customer Relationship Management Capability, help to get health development in business and win the competitiveness in market, which makes enterprise to gain sustainable development.According to previous research, whether CRM is effective depends on CustomerRelationship Management Capability (CRMC), so CRMC should be carefully studied.Firstly, after reviewing the relative researches on CRM, and CRM capability, the dissertation gives the clear definition of CRMC. The capability is divided into three categories. Moreover, the influence of IT, internal and external conditions on the capability is analyzed in detail. The second chapter study and comment about the major concept and theories on management of customer relationship marketing and performance. Thirdly, the index system for evaluating and mode of CRMC is established, in which, the three categories of capabilities described above are adopted as first-class index, and the subcategories second-class index. According to the mode, figure out the CRMC. The fourth chapter studys the effection of business performance and find out the key factor. How to improve the business performance by good capability of CRM is given in detail.Finally, this dissertation discusses and analyzes the present pattern of the foreign funded C-B Group, and also proposes a new costumer relationship marketing pattern which is expected to be more suitable for the ever progressing C-B Group.