Strategic Management And Planning Of Communication Engineering Enterprise Customer Relationship Management

Proposed in the1990s, customer relationship management has a very wide range of applications and the profound impact in the world with the continuous deepening of the management and development and IT technology. In recent years, most of the industries in our country introduced CRM system to full use of customer information resources and to implement their own strategic planning.In recent years, communication engineering enterprise has a rapid development with expanding in the number and size. On the other hand, industry competition is increasingly fierce. How to attract customers, keep customers, and to fully exploit the customer value has become the focus of widespread concern of communication engineering enterprise. Through the implementation of customer relationship management, communication engineering enterprise can improve the workflow and efficiency, and more importantly, can stable relationships with customers, improve the enterprise’s core competitiveness. Because communication engineering company is just the start in customer relationship management, it is a very urgent to accelerate the development of the CRM.The article aims to further promote customer relationship management of communication engineering company. Based on the summary of CRM status and problems, the article gives a analysis of CRM strategic framework from a management point of view, and also gives a detailed description of how to plan and implement from the practice and application point of view. In the process of strategic management analysis, the article divides the communication engineering company CRM into five processes by using the theory of Adrian Payne&Pennie Frow on CRM strategic framework. In the process of practice and applied research, the article gives a analysis combined with the actual case.On the basis of CRM theory, the article put forward some of the views fully combined with the actual situation and the case of the communication engineering companies. On the other hand, there are some problems and deficiencies, and need further exploration and study.