Real Estate Brokerage Enterprise Customer Relationship Management

The economic globalization makes all trades and professions of our country face unprecedented keen competition, under the apparent globalization background, whether we can hold i development and change law of industry in information economic era and whether we could set up and improve perfect customer's service system rapidly , do matter to future destiny of the real estate industry China trade, do matter the sustainable development of the whole real estate too. I have the honor during long time to receive instruction from several known tutors of the eastern real estate institute, meanwhile I engaged in a lot of academic researches and practices in the field of real estate management, which have laid a comparatively solid foundation for the writing of this paper. As to customer relation management of real estate brokerage research, this paper focus on enterprise's one's own detail especially in order to describe, analyze and emphasize on the aspect of practical operation.This thesis has five sections in all, its logic process follows necessity analysis -Understanding of intension -Basic framework -The system structuring -Implement and appraise . The necessity is analysed for chapter one; The interpretting of intension for chapter two; The basic framework for chapter three; The system construction for chapter four; Implement and appraise for chapter five. Chapter one focuses on economic globalization, competition that Internet technology bring, " customer for centre " strengthening etc. ,and stress unprecedented opportunity and challenge faced by brokerage enterprises of the Chinese real estate, define the necessity of implementing customer's relation management of brokerage enterprise of the real estate. Whether real estate brokerage enterprises of China could realize benign sustainable development , will have a far-reaching impact on whole real estate trade.Chapter two proceeds from concept of customer's relation management, on the basis of explaining key concept, defines the importantfunction on enterprise's development of brokerage enterprise of the real estate; Then put emphasis on knowing the question existing in operating actually in customer's relation management in an all-round way; Analyse in depth the commercial value of customer's relation management finally.Chapter three proceeds from static structural angle to introduce the overall framework of customer's relation management of the real estate, including: types, basic function, model and system of forming. Observe and explain in terms of static behavior the customer relation of brokerage enterprises of the real estate, and deepen analysis ring upon ring.Chapter four follows chapter three, in the basic of instruction of overall framework, put forward proposals on how to constructer customer relation management system, manager of real estate. This chapter launches around two respects mainly including: Clear enterprise demand at first, Business Process Reengineering and optimum secondly. The latter based on the before, they together carries out the construction of customer relation management. The essence of this Chapter is to do preparation of foundation for customer relation implementation in the next step.Chapter five, on the basis of enterprise's demand analysis and business process reengineering, puts forward perfect relation management method- 9 stages implement method. Afterwards , it launches appraising from" achievement" of project implementation and " effectiveness" two angles. Finally , emphasize that concern on the protection of the customer's privacy is the only way to really reflect the " humanization " characteristic of customer's relation management, and has put forward the basic principle.