Yiyang City Tobacco Company Customer Relationship Management Study

Customer relationship management(CRM) is the combination of modern management science and advanced information technology, strategy of enterprises based on "customers first" and whole commercial process including judgment, choice, getting, development and remaining customers. It is the emphasis on customer relationship and practice that optimizes operational process, does research on customers, satisfies customers and maximizes profits.The paper reviews the theories of customer relationship management and demonstrates necessity and importance of CRM implication with analysis on challenge in the operation of tobacco enterprises, especially in Yiyang. Then it suggests the framework and strategy of CRM implication with research on new CRM in tobacco enterprises. In the end, it gets some conclusions on improvement of Yiyang CRM, which is significant to construct individual CRM system and operate in international tobacco market.