| The time of customer relationship management proposition is not long, but it caused the unprecedented attention of the industrial circle and theory circle. In fact the production of customer relationship management is not accidental, it is produced by the demand that corporations tackle the fierce market competition. By integrating the customer's information resources, CRM can reach resource-sharing inside corporations, thus offer more quick and more attentive services to customer, attract and keep more customers, improve customer satisfaction, increase corporation's profit; At the same time through analysis and excavation of information, corporation can orient the more accurate customer, reduce sale and marketing expenses, reduce the corporation`s cost.But CRM has a lot of question also in theoretical research and practical application, this makes research of CRM has a realistic meaning very much.The paper is made up of seven chapters. Chapter 1 expatiates on the necessity and meaning that CRM researches.Chapter 2 introduces the standard that the big small and medium corporation of our country divides at first, simply introduces the current situation of the large-scale state-owned corporation.Chapter 3 probes into the theoretical system of CRM. CRM should be understood from three different aspects of management thought, software product, management mechanism.Chapter 4 carries on throughgoing and painstaking analysis to the factor influencing the large-scale state-owned corporation to implement CRM, including people, project management, corporate culture, business procedure, software choosing, system integration, etc. People are key factors influencing the affectof CRM. People influencing corporation to implement CRM include "the controller of corporation","the controller of department","the controller of post". Different person has different influence.The project management has very important meanings to risky project,great project such as CRM. Through analysing the characteristic of CRM project, this text summarizes that CRM must carry on the strict project management. CRM project of the large-scale state-owned corporations is especially complicated, it is very difficult to imagine that there is no effective project management to achieve success. The effective project management is the favorable assurance of CRM with successful project.Through analysing the characteristic of the corporate culture, we can find out though the corporate culture does not have engagement of forcing to the staff like corporation's system,it can still produce " soft restraint " to staff, so corporation implementing CRM need support of corporate culture.The business processes of large-scale state-owned corporations in our country are unsuitable with the customer-oriented management strategy, this is because every department of corporations is divided according to the traditional function, so large-scale state-owned corporations must reengineer the business process.Successful CRM software choice is the basic assurance of realizing the goal of CRM which corporations confirm to achieve. If the software selected can`t meet demands of corporation, can't solve the problems of corporation, even system unstable, then implementation achievement of CRM will give a great discount.System integration is the factor that corporations need consider while implementing CRM. Only by realizing no-sewing-integration can the corporation treats the customer on the unified basis, fully utilizes customer's information within the range of corporation. By the integration to CRM system and other systems, Corporations will produce very positive acting on.Chapter 5 expatiates on the large-scale state-owned corporation countermeasure of implementing CRM systematically on the basis of the factors that chapter 4 is analysed.The paper puts that the manager of corporation should be trained. The training is a three-dimentional training. It should be carries on according to the training plan, training different people and different con...
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