| Customers are the ultimate elements of all business; Customer Relationship Management (CRM) combined modern management principle and the advanced IT technique, which can increase the core competitive capability of the business enterprise. Since CRM came to China, it increases dramatically. Based on the CRM system of ChangZhou traditional medicine professional market, this paper did an overall research about middle-small enterprises. The main content is summarized as follows:(1) Theories related to CRM. The paper briefly expounds CRM and the necessity of its development. According to the data from IDC and other groups, this paper analysis the current situation of CRM in China. And based on this, make further discuss about feasibility of CRM implementation, the current situation and the developing trend of CRM in middle-small enterprises.(2) The key technique in CRM. CRM system uses some IT technology to deal with customer data. The paper discusses the key technique in CRM, including data warehouse, data mining, web-oriented data mining and web log mining. Also, the paper analysis the application of these techniques in CRM system.(3) CRM system of ChangZhou traditional medicine professional market. According to the current situation of ChangZhou traditional medicine professional market, this paper put forward the basic scheme for its CRM system, and introduces the function of each part in details. On the basis of ChangZhou traditional medicine professional market, bring forward the concept of "Pan-CRM".(4) The implement of middle-small enterprise CRM. Implement plays an important role in CRM. Successful implement will heighten the CRM effect greatly. The paper analyses the problem on implement, and gave appropriate Countermeasures to these problems.At last, the paper summarizes the whole essay and the design of ChangZhou traditional medicine professional market CRM system. And investigate on some aspects, which still need to be improved in the system. |
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