The Use & Study About The Customer Segmentation And The Customer Value In CRM Of Songyuan Post.

China Post has run respectively seven years since MINPTT segregated post and telecom in 1998. Having carried innovations in seven years Songyuan Post seized the opportunity tightly, came off the Post.'s high horse and operated according to the market rules. Songyuan Post has paid off the losses in three years and brought about continuous development in five years. However, we loose sight of ourselves basal construction and brought many questions that have blocked continuous development in the meanwhile of emphasizing excessively the short development.Confronting with the trend of the integration of world economy, rapid development of free market and the various customer demands, many firms feel the intensification and cruelty of market competitions. Generally speaking, the supply and demand of the China market changes from shortage to relative overproduction, which leads to the fundamental change in the relationship between firms and customers. It is essential for firms which succeed in market to listen to and care for the demand of customers, to maintain good relationship with them, and to create the value they need. To earn the loyalty of target customers and therefore competitive advantages and long-term profits, firms need to construct the support competence of customer relationship management (CRM), develop and maintain interactive customer relationship strategically. In the view of the important action of CRM, we have attempted to apply the idea of CRM to the Songyuan Post. However, there are many difficulties during this application.First, the organizational structure, operation flow and marketing aspect are in the primary state. Although we have carried out account manager systems ,the power and the ability that account manager matches the general resource and provides the satisfactory service are limited.