Research On Customer Relationship Management Of Shandong Dachi Company

Entering 21 century, we meet a new economic global integrative era which was filled with information economy , Internet economy, knowledge-based economy. With the development of the information technology especially of the internet information , it makes the business enterprise is more easy to communicate and corporate with the customer, and decreases the nature and local restrict to the economy activity, makes the products' difference more narrow and the industries competition more complex than before, and makes more difficult to satisfied the demand of customer. Customer Relationship Management (CRM) which was popular in the 1990's completely melt the ideas of the national advanced management and the modern information technique which changed and enhanced everyday into daily management activity of the business enterprise, it emphasizes to take customer as the center, uses the modern information technique to integrate the inner resources and the exterior resources of the company, create a new interactive relationship with the customer , thus it enhances customer's satisfaction and loyalty to the company in the end.CRM has character characteristic, different industries and different sizes of the companies have the different ideas and different demands on the CRM. This thesis usage domestic and international latest CRM research theories, it takes Dachi Company of Shandong (for short Dachi of Shandong ) CRM as an example, and discusses how to create and implement the CRM in the manufacturing industry. This thesis takes find problem,analysis problem and solve problem as main line,takes design 1 of Shandong Dachi and how to succeed to carry out the CRM as main research contents, in the system structure mode, The writer in the paper bring forward three innovation based on his years' work experience, that is customer relative relationship, customer service information and seeing the customer as teacher. Put forward the conclusion of this thesis research finally, the writer think in order to carry out the CRM successfully,a business enterprise should follow the principle of melt advanced management thought,good experience,the core competencies of the business enterprise and can resolve the actual problem into the system structure mode, then carry on by the step : to choose the fit software,constuct the corporate culture,give the organization a new life.