Fuyang Cigarette Factory On Customer Relationship Management Implementation

CRM (Customer Relationship Management) is customer-centered management. Enterprises arrange all their managerial activities (production, marketing and selling, scientific research, purchase etc.) around customers. CRM is a powerful weapon for enterprises to face the increasingly intense market competition, and it can also create new competitive power at the core for enterprises. The paper states the related theories and methods about CRM, and furthermore analyses the history of FuYang Cigarette Factory, its present condition and trade environment as well. Based on the above, the writer puts forward the operational plan of CRM which should be first tried out in the Marketing Department.In combination with the eight principles of quality control, the paper states how to implement the operational plan of CRM in FuYang Cigarette Factory from some aspects (organization, business process, drive strategy, personnel training, software developing, customer services, etc. ) and makes systematical arrangements of practical steps. A1 last, the writer looks forward to the hoped-for results of the implementation of CRM.