Am The Company's Customer Relationship Management, Analysis And Outlook

With the increasing competition of market, companies are changing their focus from market share to customer share and therefore customer is becoming the key resources of strategy of company's continuous development. Consequently, the core of company's business development is changing from "product focus" to "customer focus". Nowadays, in the economic society, the company who could have customers and establish a long and good relationship with customers, to gain trust from customers, and provide services to customer's satisfactory, then the company could maximize its profitability. Therefore, the purpose of CRM is rather than simply gaining company's benefit from customers, it is to improve the relationships between companies and customers so as to have win-win partnership and result.This article is adopted with combination of practices with theories. On the one hand, it theoretically introduced the definition and concept of CRM, the classification of management, customer satisfaction and customer loyalty, it also introduced the other core content of CRM which is customer value and customer segmentation, including customer value review and customer segmentation theory, methodology and establishment of customer index system. On the other hand, it introduced the development of CRM system in different period of AM company, added with a deep analysis and notes. It proved that during the company's development how it expanded CRM with customers so as to achieve the joint-development with its customers. In the end, it elaborated the desire of AM company to further integrate its ERP system with CRM system in order to optimize its CRM for the long term.