Enterprise Crm Technology Platform And Business Model And Its Application Research

The manage pattern which centers on customer is enterprises'symbol of new generation. In the daily intense competitive environments, more and more enterprises apply Customer Relationship Management(CRM) to keep and gain more valuable customers, and raise customers' satisfaction degree and cut down enterprises' cost. Therefore, in order to raise it's competition, and increase profit, it is inexorable trend for enterprise to change it's center from manufacture to customers and carry out CRM.To realize integration and management sales and service in different channels, enterprises need a set of complete theory and technique realization method of CRM. So, to research on application of CRM is important for enterprise' development In light of restriction problem in application, this paper put forward business model from the two sides of technique platform and business model for enterprises to carry out CRM successfully.Data collection- data manufacture- data analysis- make plan.The paper is divided to four parts:In chapter 1, The conception and connotation of CRM is introduced at first and the necessity and restriction problem in enterprises are analyzed.In chapter 2, the structure and data process and demand of information and function is analyzed.In chapter 3, Logical structure and network equipment for CRM system is analyzed, the paper put forward technique platform from hardware and software two sides and business model combining PDCA circulatory theory, based on which every function module is also given for enterprise to apply CRM.In chapter 4, In view of the restriction in application of CRM in enterprises, the method to realize each function module is illustrated concretely.