The Empirical Research Of Customer Relationship Management Process To Enterprise Economic Performance

Currently China many financial enterprise customer relationship management system is used to create value for enterprises, the existing research mainly concern customer relationship management strategies for the formation of, for instance: Customer satisfaction with the enterprise economic performance relationship (Kamakura et al. ,2002), the customer loyalty and enterprise profitability connection (Reinartz Kumar, 2000 ), customer profitability heterogeneity,( Gupta, Niraj ,2001) and customer loyalty program (Verhoef ,2003), etc. Now, however, a serious lack of about customer relationship management implementation of investigation and research, this problem has caused wide attention in the business. Now there is no clear evidence that successful customer relationship management method which features, also should have no evidence of what factors can cause customer relationship management failure. Further, the existing academic works and the practical application of customer relationship management is not explicitly pointed out that the executions of a successful customer relationship management process really need to do something. Therefore this research in the enterprise operation customer relationship management system of independent study, the level of customer relationship management in the operation of the system of enterprise economic performance level, and the influence of the relationship with customer relationship management technology by the regulation.This study USES the research method is adopted, the quantitative survey sampling method for convenience sampling. In this study the research object of choice for FMCG, Jilin university business school MBA students with an EMBA as the research sample questionnaire. This study adopts questionnaire design part will existing customer relationship management process, economic performance and customer relationship management technology, using the questionnaire Likert scale design rating scale. Through questionnaire analysis we hope to conclude that the study conclusion: first, the study found that the three stages of customer relationship management for improving enterprise performance significantly positive effects, The second important discovery is the customer relationship management technology of customer relationship management process and the relationship between the economic performance has obvious positive influence.This study USES the research method is adopted, the quantitative survey sampling method for convenience sampling. In this study the research object of choice for the enterprise, the choice of jilin university die& business MBA students to study and an EMBA samples this questionnaire. This study adopts questionnaire design part of existing customer relationship management process, the enterprise economic performance and customers Relationship management technology, using the questionnaire Likert scale design rating scale. This questionnaire consists mainly of customer relationship management process beginning, customer relationship management process maintenance phase, customer relationship management processes terminate stage, customer relationship management technology and enterprise economic performance of scale, and 43 a topic. Questionnaires and 215 235, recovery is 91.5%. Valid questionnaires for 200, recovery is 85.1%. This paper studies the form of questionnaire issued by collecting data, using data analysis tool for data spss15.0 each item of factor analysis and correlation analysis and multiple regression analysis. Through the analysis of data, this study proved the customer relationship management process and maintenance stages, beginning with the enterprise economic performance in the stage of termination, Customer relationship management, customer relationship management process technology of the implementation of the phase relationship with enterprise economic performance has positive influence. Customer relationship management process of the enterprise's economic maintenance stage performance impact, Customer relationship management technology in this stage and play an important role. This study proposed hypotheses basically corresponding verification. So, in theory, this study for the domestic enterprise customer relationship management related research in the field of vision, the study to widen further studies customer relationship management and enterprise's economic performance is very good relationship, at the same time, for animals, this study empirically way to quantify customer relationship management and enterprise's economic performance, make enterprise managers in customer relationship management practice can be used to find the theoretical basis, the more effective enterprise customer relationship management activities, thus effectively construction enterprise and customer relationship, At the same time, it is enterprise customer relationship managers to provide the technical aspects about the customer relationship management. Enterprise managers can strengthen customer relationship management and maintenance stages of the beginning and ending with different stages to improve enterprise customer relations, so as to establish enterprises of different customers, save costs and enhance the enterprise the enterprise market share. Finally reach the purpose of improving enterprise economic performance, establish the enterprise lasting competitive advantages.Anyhow, due to various reasons, this research has certain limitation and regret, but overall, there are still great theoretical and realistic significance for future researchers, and provide a good reference.