Sme Customer Relationship Management System And Application

Since china has been joining WTO, the world challenge has increased day by day, no matter domestic enterprises step out the gateway of a country or mark time , will face the test of the competition for globalization. And as the market develops progressively, the core of enterprise's competition advantage is turned from the products to the customer. The customer becomes the most important resource of enterprise. Obviously, who would like to pay attention to customer early even more, who guide one's own marketing and service to come to regard customer as the centre first, who be easy to succeed in the new competition.More and more enterprises realize that must change one's own management thought , find the mechanism of management to adapt to this kind of competitive environment , and CRM (customer's relation management) is exactly a set of high-efficient information management systems adapting to new economic era. It is not only suitable for the big enterprise, adapts to small and medium-sized enterprises and enterprises run by the local people too. This text describes feasibility of CRM from small and medium-sized enterprises mainly, and difference of large-scale enterprise, and the solution of CRM of small and medium-sized enterprises. Introduce the concept remedied of serving, make it a variable of a model of customer satisfaction. This text proves that it is important to developments of small and medium-sized enterprises to improve customer satisfaction. Finally with an instance analysis the main function of CRM, and ask out the customer satisfaction of the enterprise with SEM and set up customer potential prediction model of value.