Smes, The Implementation Of Customer Relationship Management Problems And Countermeasures And ¡Á ¡Á Power Systems, Inc. To Implement The Recommendations Of The Crm System

Customer Relation Management (CRM) is a combination of modern management principle and the advanced IT technique, which can increase the core competitive capability of the business enterprise. From the CRM came to China in 1999,it increases dramatically. The development of CRM has considerable future in China. But within the scope of world, the CRM demand of the large company decrease, while the CRM demand of the middle-small business enterprise quickly increase. Therefore,how to implement CRM in middle-small size company is becoming the focus point.Now the CRM research of the large business enterprise is more in academia, but the research in middle-small enterprise is scarce, even someone thought the CRM in middle-small enterprise can't achieve success. The enterprisers in middle-small company try to upgrade their competitive capability by CRM, but they lack the academic guidance of CRM research. For this reason this article will discuss the problem and countermeasure of CRM implementation in middle-small enterprise, hoping to help the implement of CRM in middle-small enterprise some way.This article begin with explanation the conception of CRM and its theories foundation, then discussing the characteristics , status and effect of the middle-small company ,discussing the feasibility and necessity of CRM in middle-small company. After that, this article researches the problem and countermeasure of CRM implement in middle-small company. At the end of this article, I propose to implement CRM in ×× Power Supply System Company after analyzing the environment of its CRM implementation, then I analyze some key problems and its countermeasure in the process of CRM implementation. In this article, when I discuss the concept of CRM, I comprehend it from three level of structure: The CRM is a modern management principle; CRM is a whole set of solution; CRM is a set of applied software system. I think the CRM of implementation in middle-small company has four main problem: Company is difficult to choose the type of CRM and lack of basic information；Company neglects the revolution and integration of business process, using CRM in bug business process; CRM can't combine with company culture；The customer information has uncertainty and security problem. And I put forward countermeasure is: The choice of CRM type should accord with practice; Company handle the relation between BPR and CRM; the mechanism of training and prompting should be established effectively; Keeping on the improvement of CRM, company form stable company culture; the safe mechanism of customer's information should be established effectively. Under analysis the exterior and interior environment of the company ,I propose ×× Power Supply System Company to implement CRM,and I gave the company some suggestions to solve some important problem in implementation CRM.Associating with my working experiences, I make some pilot study on the problem and solving in implementation CRM in middle-small enterprise. By theory associating case, I gave some feasible suggestion on implementation CRM in middle-small enterprise , and try to gave some my own opinion.