Based Crm Building Tax Service In China

Customer Relationship Management (CRM) originated in the business. Its core idea is "customer-centric." Under the guidance of this concept, enterprises through innovation management mechanism and the implementation of CRM systems, improve management, reduce operating costs, improve service quality, increase sales, and ultimately enhance the core competitiveness of enterprises. CRM is widely used in the enterprise, many companies benefit from CRM. In the end of the last century, some tax authorities of western countries begin to apply CRM concept to the tax service work, and dramatically improve the tax service.Our tax service has made considerable progress in the service specification," 12366" hotline, website building, but our tax service system still in its infancy. Our tax services concept have not changed fundamentally. There are still many issues in the tax service work. For example, the quality and efficiency is not high, the tax service platform is still imperfect and so on. So, in our tax service system whether could we introduce CRM, in what aspects CRM may play a guiding role, and how can we build tax services system based on CRM?Around these issues, on this basis of describing the concept of CRM and analyzing the status quo of our tax services, the paper firstly analyzed the feasibility of the introduction of CRM, point out that the "taxpayer-centric" in the service-oriented government perspective is the same with the enterprise's "customer-centric". So the introducing of CRM in tax service has a strong maneuverability. Thus, the introduction of CRM in the tax services is feasible. Subsequently, this paper introduces the experience of implementation of CRM in western countries in the change of service concept, taxpayer-oriented reform of the tax authorities, construction of tax services platform and performance evaluation of tax services. Finally, the article also describes how our country establishes tax service system from the four aspects. In philosophy changes, firstly we should strengthen the protection of the rights of taxpayers, secondly change all the staff's concept; in institutional reform, we can learn from the experience of western countries to establish the institution by the type of taxpayer; in the tax services platform construction, referring to the general model of CRM system, we can establish information-based tax service platform based on CRM, integrate communication channels, achieve one-stop service, and provide proactive personalized service using business intelligence; in the security system, we should go about the research on establishment of tax service standards, performance evaluation and monitoring system and so on.The introduction of CRM in tax Service is a new subject in our country. This article tries to find the methods and implementation framework of introducing CRM in our tax service based on analyzing the situation, learning experience of other countries. However, limited to the practice experience and ability, this article only made a preliminary study, more research work remains to be further expanded.