S Customer Relationship Management System Implementation Issues For Study

Customer Relationship Management (hereafter abbreviated as CRM) gets more familiar to us as the tide of Internet and electronic business pours into China. As China being a member of WTO and world manufacturing center, its foreign trading throughout put increases quickly, the number and scale of freight agent increased, so the competition become more severe.The core operation of S company is a freight agent, it has 600 more branches across China. As the competition become more severe, it feels more diffulty to get more profit from freight agent. S company must improve Customer Service ability to keep its predominance. S company dedicated to establish a new way of Customer Relationship Management. To reach this target, S company decided to implement CRM system.How to apply the western CRM theories flexibly and effectively to the practices of Chinese enterprises is worth studying for the people from the circles of academics and enterprises. The author of this thesis gives a detailed description of the strategy for the company's CRM system while he is observing the characteristics of international freight forwarding business. The author analyse the whole CRM system of S company, then give some advice. The author advanced that A CRM project's success depends on the focus of this company's chief officer. Before implementation we should establish customerstrategy. Customer management rule should match CRM system. Flow should be improved on constantly. Data quality should be enhanced. Finally we should manage inner employee.