crm在中小企业中的实施与应用-软件工程专业毕业论文.docx

Abstract
With the development of market economv-the seller’s market changes into the buyer’s market fierce petition foroe enterprises to change from‘‘products centre”to“customer’s centre’’It depends on to a great extent whether it establishes and keeps good customer’s relmion whether enterprises petitive, it is the key point that enterprises eed too.
Customer relationship management as a new-tyI)e mechanism of managemenL it
aim at improving of the relation between the enterprise and customer,have got tlle
general approval ofthe mercial circles and understanding
of CRM of all订ades and professions has nothing ll20rl with each other at
the arrival of times of merce unanimously,订emendous
development and using and promoting the realization of customer’s relation administrative system extensively of and the information can say
CRM system is the perfect integration which the new-type management ideas and
merce technology.
CRM is aim at strengthen the eriective management of customer’s informafion, through analyzing the customer's behavior,distinguish different kiads of customer,
make enterprise distribute resource effectively to customer who hope to receive it most,and improve customer service satisfaction and customer loyalty,obtain mercial interests finally,realize system Call offer more effective data that help enterprise’s leader and administrator make all accurate and reasonable decision,help enterprise response to the change ofthe market quickly.
DingXing pany is aimed to meet fierce challenge in the time of
merce,strengthen its petitiveness,made decision bine pany’s actual conditions and development system by —CRM system erect effective platfoml pany exchange information municate with customer,it more reasonable,more eonvenient to record and master customer’s information and trade variation —CRM system analyses customer’s behavior,can p