Research Of CRM System-building Program Of Guangdong Nuclear Power Group

Customer relationship management can help enterprise to establish a development strategy which regards customers as the center, to optimize the business processes related to the customer relation constantly and on the base of which employ the advanced information technology and optimized management approach to fight for, develop and maintain modern enterprise customers, and then promote core competitiveness of an enterprise and also can enhance customer's satisfaction and loyalty to it, which leads to a long-term and stable earning purpose.On the base of deep understanding of the current situation and development trend of customer relationship management at home and abroad, this paper uses the approach of induction to analyzes the IT service situation of the China Guangdong Power Nuclear Group and the current situation of CRM, and points out that the shortcomings of the present customer relationship management system which couldn't meet the demands of increasing development of the Group and leads to the establishment of a new CRM system. According to the advanced management experience of ITIL and in combination with the actual situation of the Group, this paper provides a new CRM System-building program to make the IT needs of customer come into a particular state which comes from adding dimension to getting satisfaction and can be controlled. The functions of this new system cover the whole lifecycle of IT equipments and spread to the users of IT. All of the IT services are under the monitoring of the new system which from the Inspection of incoming merchandise of IT equipment to scraping of them. This paper provides some highly targeted recommendations to protect the smooth implementation of the Group's customer relationship management. The construction of the new system provides a unified and efficient IT service platform for the internal IT customers of it. This new system can process and analyze the information of internal IT customers of the Group, meet the service requirement of internal IT service instantly and enhance customer's satisfaction and loyalty to the Group. Finally, this paper provides an analysis and summary on the successful experience and the problems of previous experience. This paper provides a compatible solution to improve the Group's overall management level and provides protection for the development of the new CRM System from many ways such as culture construction of enterprise, business process reengineered of enterprise, business system option, the preparation of condition apply and strengthening management and so on. Finally, the program, improvement measures and recommendations in this paper have a reference value to other enterprises' construction of CRM.