Zhuzhou Smelter Group Of Zinc And Zinc Alloy Business, Customer Relationship Management Study

As the incessant increase of the zinc production capacity inland, the supply of the zinc concentrate which is a kind of non-renewable resources becomes tension gradually. With the high development of economy, the customer plays an increasingly important role. Furthermore, customer resources gradually become the important assets and core competitiveness in enterprise. So customer relationship management becomes one of the important means for zhuzhou smelter company to win in industry's competition.Through investigation and research, this paper then introduce and analyse zinc and zinc base alloy customer relationship management status. It is concluded that the level of company's CRM is still in the initial stage. The company has many problems in attitude, customer relationship, marketing team, marketing channels and the application efficiency. Therefore, this paper proposes for company CRM system design.CRM system designing starts from interface layer, functional layer, and support layer which main presents the structure of CRM system and simplify the details that the CRM system software can solve. Then, this paper divides process of the CRM system in the company into two stages that the key work of the first phase are preparation, the data scale and quality improving, software purchasing, CRM team establishing, evaluation and the key work of the second phase are service training as well as CRM decision-making evaluation. Finally it points out that the company has some foundation, and proposes strategies and measures to strengthen customer relationship management. This paper has great reference values for us to enhance CRM and the competence of our enterprise. Moreover, the feasible thinkings and implementation strategy are also put forward in it.