The Book Export Enterprise Customer Relationship Management In China

The enterprise will be confronted with the serious competition in the 21st century, it is an unavoidable problem for every enterprise that how to meet the demand of customer in order to improve the core competitiveness of the enterprise. Meanwhile the implementation of customer relationship management (CRM) is also a necessary option for China books export industries transforming from state control and monopoly to market economy system. CRM is a systematic project, this thesis establishes up a normal model of books export industry's customer relationship management system, under the review of CRM theory and based on the further analysis on China books export industry customer relations information, it is a valuable tool for helping China books export industries extricating from the predicament, acclimatizing the unremitting changeable requirements of the market and upgrading the core competitiveness.In order to enhance the concept China books export industry understanding the knowledge of CRM, and master the methods of implementing CRM, firstly this thesis introduces the development and evolution of China books export, the current situation of books export, the status of books export industries, the predicament and other background information, then it describe the evolution of marketing theories, that is to introduce the concepts of CRM. Through the review of CRM theory and the cases analysis, referred to the information of CRM in China books export industry, this thesis accomplish the overall research and analysis in the following fields especially. 1. Review of the customers of China books industry. It makes classification of the customers according to the different regions and consumer behaviors, and introduces the characters and demands of different customers respectively; makes the analysis on customer orientation based on the classification of the customers, the customers are divided into three categories of A B C, provides the different service programs for the different customers.2. Lost customer analysis. Make a survey on the serial sections of books export industries operational procedures, elaborate the reason of lost customers and remedies of the improvement, in order to decrease the trend of lost customers.3. Study on customer satisfaction and fidelity. Through the description of books export industry customer satisfaction strategies and customer fidelity measuring standards, it provides the tools of increasing the customer satisfaction and fidelity for books export industries.4. Build up the customer relations with top-quality and improve the customer relations continually, based on the theory of "Consumer Delivered Value".At last, this thesis formulates up CRM model of China books export industry and makes out the detailed function description of system model based on the integrated analysis listed above. According to the introduction of system function, it can be concluded that this system will provide a good solution for the problems confronted by China export industry at the present. Additionally thesis also makes the analysis and explanation on the problems and key points focus during the implementation and execution of CRM system, in order to formulate the rules and regulations for China books export industry establishing, implementing and operating this system, try to avoid making the detours.