Jinan Huaneng Pneumatic Components, Inc., Customer Relationship Management System

Along with China having joined the WTO, information technologies quickly developing, customers' consume behaviors having changed, the enterprises are facing the ever-increasing challenge. To carry out the customer relationship management (CRM) system is an important path that replies the challenge and promotes the business enterprise core competencies. Based on the significant difference in products and target customers of different industries, customer relationship management system also exist different industry resolution. But there is no successful precedent of CRM of pneumatic industry still, there is necessity of taking into the research. Taking Jinan Huaneng pneumatic Corporation (JPC) for the case example, this paper went deep into study the software system of pneumatic industry CRM and the advertent factor. The intention is to further perfect JPC-CRM and to provide for other pneumatic industry.This paper includes six parts.The first part is an introduction, mainly elaborating the background and meanings, the research way of thinking and methods, the frame and emphasis.The second part is the theories overview, mainly including the define of concept CRM, the theories basis, the software system develop trend. Firstly, the define, classification of CRM are introduced. Then, the theory base of CRM. Lastly, the develop trend of the software of CRM currently.The 3rd-5th parts are textual cores. Based on introducing and analyzing the process of the implement of JPC-CRM and the CRM software, aiming at the result of the implement of JPC-CRM and the precept of failure, the countermeasure of the improvement are put forward. Detailed saying, firstly, the background of implementing JPC-CRM, such as the basic circumstances of JPC, the characteristic of target customer of JPC, and the shortage of customer management are briefly introduced. Then the purpose and target of implement of JPC-CRM. The emphasis is placed on the analysis of implement process of JPC-CRM, including the data preparation, the scheduling of demanding table, the rebuilding of management process ,the choice of the softwaresupplier, etc. Lastly, the result of the implement of JPC-CRM is evaluated, the causes of failure of JPC-CRM are summarized, and the countermeasure are put forward.The sixth part is a conclusion.This thesis studied the JPC-CRM via substantial evidence analysis. Aiming at the shortage of JPC-CRM, it put forward some key factors in implementing CRM, which maybe helpful to JPC and other such pneumatic companies.