PHX Company’s CRM Optimization

CRM is a new operating system aiming at improving the relationship between enterprises and customers. It works in marketing, sales, service and technical support. CRM solutions concentrate on winning the market and making the best of benefit, with the basis of products and resources, and with the center of customer service. By effectively gathering information, we can provide customers with rapid feedback, one-to-one and interactive service, to attain business process automation and improve the procedure. Marketing of electrical connection products is incredibly complicated in China. While facing customers of all different types and of a huge quantity, facing continuously updating products and service, facing the operation mode, which is determined by the industry itself, it becomes a must for PHX-company to optimize CRM system. By utilizing database technology, data digging technology and with the development of online E-business, it becomes possible for customer information storage and management, customer behavior analysis and understanding, and customer-value maximization.This paper studies PHX’s current customer relationship management, analyzes its problems and comes up with an optimized solution aiming at raising customer satisfaction and loyalty, and keeping the company’s sustainable development. The new function and the new modular referred to in this new solution will enhance the enterprise’s relationship with customers, lower the its operating costs, boost sales achievement, raise customer satisfaction and loyalty, advance core competency, and achieve a win-win result for both the enterprise and customers.