Research On Improvement Of Information System Of Customer Relationship Management In CRRC Zhuzhou Locomotive Co.,Ltd

With the deepening and development of China's reform and opening up and market economy,market demand has become a key factor for the survival and development of enterprises.In this context,customer relationship management is of vital importance to the survival and development of enterprises.In view of this,the author wants to discuss the problem of information system of customer relationship management in state-owned enterprises at the level of CRRC Zhuzhou Locomotive Co.,LtdIn this paper,implementation of information system of CRRC ZELC company customer relationship management were studied,on the analysis of reference based on the results of previous,combined with the relevant background of the rail transportation industry.Firstly,this paper analyses the current situation and existing problems of CRM information system in some aspects in CRRC Zhuzhou Locomotive Co.,Ltd,and mentions there is lack of the ability of project implementation,bad connection among pre-sale,in-sale and after-sale customer relationship management,lack of initiative in customer service,and finds out the reasons for their formation.Then it proposes the improvement principles and ideas of CRM information system in CRRC Zhuzhou Locomotive Co.,Ltd,together with the theoretical basis of CRM and data analysis in practical operational use,and focuses on the improvement of the functions and operational efficiency of CRM information system.Finally,it solves some problems occurring in practical application,and puts forward the operational conditions and guarantees in the aspects of internal management,culture security,service resource and training management for the implementation of CRM information system in CRRC Zhuzhou Locomotive Co.,Ltd..The improvement of information system of enterprise customer relationship management can improve the relationship between enterprises and customers,improve customer satisfaction,cultivate and stabilize customer loyalty to enterprises.Studying the improvement of customer relationship management system can help Chinese enterprises to deal with the relationship with domestic and foreign customers,and effectively alleviate the problem of excess capacity in the current machinery industry;on the one hand,it can effectively improve customer satisfaction with enterprises,and at the same time,it can stabilize and expand the domestic and foreign markets by providing customers with personalized needs.This study provides a case for reference from the level of customer relationship management in large state-owned enterprises.However,this study also has some limitations: there is no in-depthanalysis of the external factors affecting enterprise customer relationship management,and the information system improvement has certain particularity,which can not be simply promoted.