Study On Customer Relationship Management Of Copper Processing Enterprises In Guanlin Town

Customer relationship management is a new kind of operating model. It is to improve the relationship between corporation and customer. Majority of SME (small and medium enterprises) is subject to economies of scale, and it's difficult for them to expand markets. They could set up a virtual organization and jointly develop the market and ultimately achieve the purpose of mutual benefit.This paper started from the theory of virtual organization and customer relationship management. Based on the results, we selected the copper processing enterprises in Guanlin Town as the research object and described the town's economic development and industrial structure. From visiting and interviewing, we found the copper processing enterprises'scale was smaller, the degree of specialization and information was low and client resources were scattered. In one word, their customer relationship management was weak. Then, we put up the idea of establishing a virtual organization of copper processing enterprises in Guanlin Town. In accordance with the actual situation, we established the virtual organization, including the identification of the organization's decision-making bodies and member companies, etc.; then we shared all the customers'information with the technology of Web Services; then under the entire virtual organization, we put up the proposed for copper processing industry in Guanlin Town to manage their customer relationship.It is great useful for copper processing enterprises in Guanlin Town to join the virtual organization which could increase the ability of customer relationship management. Under the direction of the virtual business ideas, we took some preliminary study on customer relationship management of SME. As for the specific operations would be complemented and enriched further.