Study On Customer Relationship Management

Customer Relationship Management is the line of marketing management theory and practice. It is a new phase after product idea, manufacture idea, sales promotion idea. It is belongs to relationship marketing category. In the buyer's market, it is a result of marketing man's practice. Now, Customer relationship Management has been developed as a new industry which bestride software and enterprise management. The study of Customer Relationship Management's theory is in the ascendant, the practice of Customer Relationship Management like a rising wind and scudding clouds. The idea of Customer Relationship Management begin to influence the enterprise's management. The important of this article is to study the relation between the enterprise and the customer in the organization market.Customer is the main resource of enterprise, the enterprise's profit is represented by the customer's purchase. The more drastic of the market competition, the more important the customer. Customer relation become a key factor to enterprise survival, who win the customer, who win the market Customer Relationship Management can help the enterprise to treat the customer relation, improve and grasp the competition. At the same time, we realize that it need to pay out cost and distinguish the Customer Relationship Management and CRM system.The main point of Customer Relationship Management is to discriminate the customer, promotion the satisfy, maintenance and wash out the customer and to collect the relative information, It is impossible for one enterprise to own all customer, it is impossible for one enterprise's customer is the best customer in the market. So enterprise should recognize customer rightly, distinguish the different customer. Part of them need to be maintained, part of them need to washed out consciously.From the point of practice, this article abstracts the guideline which can obtained easily to set up a relativity customer case. This case extract the past two value method's experience, though expert's value and adjusting of the customer's real value and relativity value, to help enterprise to recognize customer, measure off grade of customer, different grade customer can enjoy the different salespolicy.In order to attract and main leave out the high grade customer is the essential of Customer Relationship Management. Attract and leave out the high grade customer is the purpose, raise the customer satisfaction is the means, the customer is the precondition. This article discussed how to measure the customer satisfaction, put forward a model of 2 X 3 factor, pointed out the customer satisfaction come from the enterprise's product, service and customer's value seek, trade mare enjoy and sensibility depending, At the end of this article, compliance with my practice put forward one feasibility case about how to raise customer satisfaction. The practice of this case will help the enterprise to raise the customer satisfaction and faithfulness.