Research On Customer Relationship Management Of CM Software Company Under The Background Of Big Data

Under the background of Big Data,how to maintain long-term stable relationship with major customers is an important question to software companies.In order to solve this question,I reviewed the research results of Big Data and CRM theory,explored the theoretical basis of this paper,and arranged the basic way of implementing CRM in software enterprises at present.Combined with the company's main business characteristics and management mode of the actual situation,I analysis the current CRM problems,the corresponding causations,and also the core elements of the implementation of CRM.After analysis,There are two core customer relationship management issues must be resolved,lack of product data to support decision-making and ineffective customer value excavation.The main cause of the problem comes from the integration of internal resources poor circulation.To solve the problem,I introduce the concept of Big Data and technology,combing customer relationship management mechanism affect Big Data.Under the background of the positive impact and negative impact of Big Data,an optimizing strategy has been proposed which based on the original CRM of CM Software Company.In particular,the strategy covers requirements identification,customer segmentation,value realization and other links,comprehensively optimize the management philosophy,internal business processes,data sharing,marketing tools,and adopt a variety of means,for example,establish the collaborative control mechanism,introduce the knowledge management and so on.The ultimate goal is to create enterprise value through the realization of customer value.At the end of the paper,I evaluate the optimizing strategy and put forward the corresponding measures to avoid the risks we may meet,such as the risk of employee cognition,department conflict,and business secret security and so on.General speaking,the optimizing strategy which I proposedin this paper will improve the level of the CM Software Company's CRM in a certain degree.And it will also provide the reference for the same type of other software enterprises.