Research On Customer Relationship Management For Hubei Post

With the emergence of Internet and all kinds of new technology, and the updating ofmarketing methods and ideas, the competition among enterprises is more and more intense.The enterprises’ informations from sales, customer service, marketing and otherdepartments are too scattered to be analyzed comprehensively. It’s diffcult for alldepartments of enterprise to understand customers’ needs and satisfy customers’ demandssmoothly with these non-unity-based informations. Therefore, the various informationsand activities from various departments should be integrated, and the enterprise shouldbuild a customer relationship management system,which is customer-focused and basedon province-city-county linkage.In view of the current situation of Hubei post customer, business and customerdevelopment, the thesis analyzes the mode of customer relationship management, theprocess and information system of Hubei post enterprises, and then, integrates the theoryof knowledge to point out that the main existing problems in Hubei post customerrelationship management, which are reflected in the immaturity of Information technology,the insufficience of data collection and some other problems of system construction andapplication.Based on the summary of relevant domestic and international literatures, this thesisputs forward the design plan of postal customer relationship management system,expounds the necessity of developing Hubei post customer relationship managementsystem, and analyzes the business process of customer relationship management, and thecharacteristics of Hubei post customer relationship management system, focuses on teammanagement, project management, business analysis, mail management and informationsharing in customerrelationship management. and then, the system effect analysis ispresented. Which provides a set of information management platform with simpleoperation, accurate information,improved function for developing Hubei postal customerrelationship system anagement. Aiming at the exsiting problems of customer relationshipmanagement in Hubei postal enterprises, the thesis puts forward the improvement proposals on the promotion of postal marketing system construction,the implementation ofcustomer cumulative score management, the maintenance basee on customer classificationand grading, etc. The research of this thesis could provide reference for the postalenterprises to carry out customer relationship management.