Hong Kong Star's Customer Relationship Management

CRM(Customer Relationship Management)is a kind of management method and thought, which initiates enterprises to take customers as center,which is the process that includes obtaining, keeping and increasing customers.According to find the most worthy customers and get them become satisfied,honest and strategic partners,enterprises carry out customer value and profits to maximize.The paper includes parts as follow:First,introduce definition and connotation of CRM.Second,overview and analyze domestic and international research and application of CRM.Third,point out the present condition and problem of CRM application in our country,andclarify applied value of CRM in enterprises.Then,analyze general situation and product market of GangXing Co.and indicate the beneficial condition of introducing CRM into company at present.While setting up CRM System,the company should consider humanized design of system,the problems such as safety of system and customer privacy etc.Finally,when companies began to implement CRM,they must definitude the purpose and way.The step includes the whole target,the cultural change and BPR(Business Process Reengineering)of company.With the business driving for the core,reasonable and viable company programming is a necessary promise,which makes CPM successful.