Southern Cigarette Factory Customer Relationship Management (crm) Systems, Planning And Recommendations

The tobacco industry is a very special monopolistic one in our country. All of the industry is state-owned and absolutely administrated by China's State Tobacco Monopoly Administration (STMA) and China's National Tobacco Corporation (CNTC). The tobacco factories administrated by STMA is vast in total production but few of each, their product is not famous for brand and not profitable. Nan Fang Cigarette Factory (NFCF), as one of the 36 main produce base of CNTC, is a case in point.STMA is reforming the system, On this stage it is separating the manufacture and trade department, thus to form profitable corporation group with widely acknowledged brand through merge and acquisition. So great changes has happened to the operation environments of NFCF, the competition between the factories become much more fierce than before and has put NFCF into a quite unpleased dilemma. At present what really crucial to the future of NFCF is its performance and profit capability in the market. How to gradually switch the emphases of enterprise from focusing on the control of cost to the satisfaction of customer is a matter of prime importance to NFCF. But these transformations are of great difficulty, there must be a fundamental reconstruction of the management measures and tools.The Customer Relationship Management (CRM) is ideal solution to NFCF, it can competently help NFCF quickly response to customers and satisfying them better, so to make them more loyal and profitable to NFCF.This dissertation is to research the key element of constructing a CRM system suitable to the NFCF and design its main modular function, then put it into practical utilization according to the special issue of theindustry and practical problem of NFCF.Chapter 1 at first scans the external environments of NFCF and its development trend, then analyzes the concrete operational surroundings and practical issue it encountered, especially in sales and marketing. At last discuss to the key effect of CRM in solving the issues fundamentally. Chapter 2 analyzes the possibility and feasibility of put CRM into practice in NFCF. At first it introduces the concept of CRM, then briefly reviews on the present situation of its practical utilization in cigarette factories and the CRM system and solution provided by software developer.Chapter 3 and chapter 4 are the core and emphases of this dissertation. In these two chapters detailed analyze and research the main framework and key modular function of CRM system suitable for NFCF, additionally, how to set and customize it according to the particular issue of the factory. Chapter 5 discusses how to unite CRM and ERP them to form a system which could fulfill EC and SCM, on the base of sharing data and information, smoothening the business process. Chapter 6 analyzes how to deal with the difficulties of implement, and then introduces a typical process leading to successfully making good use of CRM and reducing the risk.