S Real Estate Company, Customer Relationship Management,

With the arrival of Internet era, the information technology developed fastly. Every field has been impacted greatly, including real estate area. Customers required more rights. Competition was more and more fierce in the market. In order to satisfy customers, the real estate company improved their customer management gradually. They used the IT technique, carried out the CRM system, and executived the "take customer as center" operation system. Therefore, this paper take the S real estate company as an example, researched in customer relationship management which applied in the field of the real estate industry.Firstly, this paper introduced the background of CRM, the dissimilarity definition and core thought. Discussed the characteristics of the operation in the real estate field. And according to its characteristics, this paper used customer life value, customer satisfaction and customer loyalty theories, combined CRM to the real estate field. In order to clarify the meaning and necessity of this research. Next, this paper introduced the S real estate company .From macroscopic to microcosmic situation, analyzed the S company exterior factor. In the meantime, According to the speciality of the S company and the industry, the writer research the field structure by using five-strength-model. In chapter 4, this paper analyzed the customer position of the S real estate company for the present, and put forward many reality problems in customer management. It combined the CRM theories , and analyzed these problems. In the meantime, in order to putting forward the positive mind of CRM solution for S company, I drew up its related implement target. Chapter 5 is the key chapter, based on the background introduction and problem analysis of the S company in preceding context, I combined CRM theory and the real estate field creatively, from the improvement of customer management idea, promoting of customer satisfaction and loyalty, the combination of company culture, BPR, to the revolution of organization structure, offered a set of CRM methods for the S real estate company.This paper mainly researched CRM of the S real estate development company...