Research On Designing The Indexes Of Evaluating The Performance Of Customer Relationship Management System

Customer Relationship Management (CRM) is one of the hot field in the research of management. And with the development of Electronic Commerce, a lot of information systems apply widely and deeply in practice. The theory and practice of CRM makes a progress. Then the research on evaluation of Customer Relationship Management system (CRMs) is on the agenda. Now, the literatures on performance of enterprise are abundant. The evaluation of performance of CRMs is belong to the evaluation of informationization. The thesis summarizes the evaluating systems both in macroscopical and microcosmic point of view. Otherwise, different ways in evaluating the performance of information system are summed up and classified.Based on the thoughts of Analytic Hierarchy Process, Balance Score Card and Project Management, the thesis is aimed to design a comprehensive and scientific evaluating system on CRMs. The indexes of the evaluating system are given attention to both financial and non- financial revenues, both visible and invisible revenues and so on. In the end, some of the evaluating indexes are put into exertion in an enterprise.