Risk Management Research About The Customer Relationship Management System In SG Corporation

In recent years,Chinese steel industry has developed rapidly,with the steel production continuing to grow rapidly.However,overcapacity has made the competition become more fierce,and the market environment has been tough,transforming from a seller’s to a buyer’s market,which has highlighted the importance of winning customers’long-term trust and support.SG Corporation has realized that only if it adapts to the changing situation,makes further progress on scientific innovation,improves customer service to enhance customers’satisfaction,loyalty and add value to them,and then expands its revenues and profits,it will guarantee itself not to be eliminated.As a combination of the latest IT development,Customer Relationship Management(CRM)system is a mode of operation,a new management mechanism of "customer-centric",designed to improve the relationship between companies and their customers.Also,customer relationship management is a corporate business strategy,developing from modern management techniques and information technology,including all the business processes from identifying customers,selecting customers,winning customers,developing customer to keeping customers.As for enterprises,CRM brings both risks and opportunities,so the risk identification and assessment is particularly important to this CRM building project.Concerning the construction of Customer relationship management in SG Corporation,this paper will analyze the situation of SG Corporation and the executive team,and apply related theories and methods of risk management to identify the risks of this project.All the risks identified are as follows;technical risk,project management risk,enterprise integration risk and the risk of human resources,the result showes that technical risk of the project is the biggest one,due to the unfavorable factors of hardware and software facilities in the executive team.Finally,for the above-mentioned project risks,excluding the factors of hardware and software which cannot be improved,this paper will put forward some appropriate measures:making sure the technical applicability and compatibility of the project,making a detailed management plan with the emphasis on controlling the cost,schedule and quality effectively,cultivating a matched corporate culture to arous employees’ motivation to achieve a perfect implementation of the project,and focusing on team building and employee motivation regarding to human resources.Through such research about project risk management,we can recognize the project risk,basing on which we can apply various of response measures,management methods,technical tools to control over,handle the adverse consequences properly,and try to cut the risks to zero or diminish the risk to a minimum.